​CrossCountry Mortgage (CCM) is seeking an IT Service Desk Analyst I to provide first-level technical support for users across the organization. This role is crucial for ensuring employees have access to the necessary desktop, phone, mobile, and core mortgage applications.

• ​Location: Remote (Designated as LR9 – US FL Remote, but the job heavily emphasizes onsite, in-person support).
• ​Annual Salary: $55,000.00 – $60,000.00.
• ​Experience: At least 2 years providing direct support to employees or customers. Associate degree in computer science or 2 years equivalent experience preferred.
• ​Focus: Providing onsite, in-person first-level technical support, incident tracking via ticketing system, and troubleshooting critical business systems (VPN, VoIP, LOS/Encompass).

​Job Responsibilities: Diagnosis and Resolution

​The analyst is responsible for diagnosing and resolving a broad spectrum of technical issues across hardware, networking, and critical business applications:

• ​In-Person & Multi-Channel Support: Provide onsite, in-person technical support in addition to phone, email, and chat/text support channels.
• ​Troubleshooting: Diagnose and resolve:
  • ​Hardware related issues (configuration, driver updates).
  • ​VPN related issues for secure remote access.
  • ​VoIP related issues for corporate telephone network access.
  • ​LOS (Loan Origination System) related issues (e.g., Encompass).
  • ​Document scanning/printing, connectivity, sign-on, and Windows issues.
• ​Process & Documentation: Ensure all support requests are properly input and tracked within the support ticketing system. Maintain CCM standard SLA response rates. Create and/or follow technical documentation and knowledge articles.
• ​Deployment & Coordination: Perform brief application deployments as directed. Actively coordinate with team members and other IT support groups for effective incident resolution.

​Qualifications and Skills

• ​Experience & Education: At least 2 years providing direct support to employees or customers.
• ​Certifications (Preferred): A+, Net+, or similar certification.
• ​Technical Proficiency: Effective troubleshooting skills with:
  • ​Windows OS (and Office/Browsers).
  • ​General networking and Active Directory domains.
  • ​A wide variety of mobile devices.
  • ​Familiarity supporting Mac OS X desktops and laptops.
• ​Process Skills: Experience working within a ticketing system. Effective communication skills, superior problem-solving abilities, and the ability to follow and recommend improvements to Standard Operating Procedures (SOPs).