Enterprise Application Support Specialist

The Enterprise Applications Support (EAS) Specialist provides support to end users of the point-of-sale, loan origination, and reporting software systems by troubleshooting issues and identifying resolutions, in addition to delivering system enhancements through the effective use of change management. This position does not have direct reports.

Department: Technology Operations

Supervisor: Sr. Manager – User Services

Exemption: Non-Exempt

Essential Duties & Responsibilities :

• Provide support in a timely manner by troubleshooting and resolving technical application functionality issues. Escalate to level 3 and software system support teams as needed.
• Create and maintain user access to multiple systems and websites.
• Document changes to software systems to ensure effective change management and for communication to end users.
• Create job aids to assist end users.
• Maintains incident and request records within a ticketing system.
• Assists the user in resolving incidents by providing guidance regarding software problems by utilizing Knowledge Base resources.
• Identifies, evaluates, and prioritizes user incidents and complaints to ensure that inquiries are successfully resolved.
• Works under minimal supervision to research, troubleshoot, and resolve application issues within established Service Level Agreements.
• Effectively uses software tools for remote troubleshooting.
• Works collaboratively with senior level support teams to ensure that users receive timely service.
• Assists with defining and documenting Application Support procedures as required.
• Participate in on-call rotation as required by business needs.
• Other projects and duties as needed.

Key Competencies:

• Proficiency with Microsoft Office 365.
• Familiarity with ITIL framework preferred.
• Knowledge of Windows networking environment.
• Proficiency with Microsoft Office 365 required.
• Basic working knowledge of SQL preferred.
• Work in a high demand environment.
• Must be detail-oriented and organized, with good analytical and problem-solving ability.
• Notable client service, communication and relationship building skills required.
• Must have strong written and verbal communication skills.
• Ability to effectively document processes required.

Qualifications:

• Associate degree in IT field.
• 1-2 years minimum mortgage banking experience.
• Minimum 2 years experience in computer technology or computer services.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• mortgage banking: 1 year (Required)
• computer technology or computer services: 2 years (Required)

Work Location: Remote

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