{"id":656,"date":"2025-11-20T21:15:19","date_gmt":"2025-11-20T21:15:19","guid":{"rendered":"https:\/\/skillbasedmatching.com\/jobs\/?post_type=jobpost&#038;p=656"},"modified":"2025-11-20T21:15:23","modified_gmt":"2025-11-20T21:15:23","slug":"it-service-desk-analyst-i-onsite-first-level-mortgage-tech-support","status":"publish","type":"jobpost","link":"https:\/\/skillbasedmatching.com\/jobs\/current-jobs\/it-service-desk-analyst-i-onsite-first-level-mortgage-tech-support\/","title":{"rendered":"\u200bIT Service Desk Analyst I \u2013 Onsite\/First-Level Mortgage Tech Support"},"content":{"rendered":"\n<p>\u200bCrossCountry 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.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Location:<\/strong> Remote (Designated as LR9 &#8211; US FL Remote, but the job heavily emphasizes onsite, in-person support).<\/li>\n\n\n\n<li>\u200b<strong>Annual Salary:<\/strong> $55,000.00 \u2013 $60,000.00.<\/li>\n\n\n\n<li>\u200b<strong>Experience:<\/strong> At least 2 years providing direct support to employees or customers. Associate degree in computer science or 2 years equivalent experience preferred.<\/li>\n\n\n\n<li>\u200b<strong>Focus:<\/strong> Providing onsite, in-person first-level technical support, incident tracking via ticketing system, and troubleshooting critical business systems (VPN, VoIP, LOS\/Encompass).<\/li>\n<\/ul>\n\n\n\n<p>\u200b<strong>Job Responsibilities: Diagnosis and Resolution<\/strong><\/p>\n\n\n\n<p>\u200bThe analyst is responsible for diagnosing and resolving a broad spectrum of technical issues across hardware, networking, and critical business applications:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>In-Person &amp; Multi-Channel Support:<\/strong> Provide <strong>onsite, in-person technical support<\/strong> in addition to phone, email, and chat\/text support channels.<\/li>\n\n\n\n<li>\u200b<strong>Troubleshooting:<\/strong> Diagnose and resolve:\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Hardware related issues<\/strong> (configuration, driver updates).<\/li>\n\n\n\n<li>\u200b<strong>VPN related issues<\/strong> for secure remote access.<\/li>\n\n\n\n<li>\u200b<strong>VoIP related issues<\/strong> for corporate telephone network access.<\/li>\n\n\n\n<li>\u200b<strong>LOS (Loan Origination System) related issues<\/strong> (e.g., Encompass).<\/li>\n\n\n\n<li>\u200bDocument scanning\/printing, connectivity, sign-on, and Windows issues.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Process &amp; Documentation:<\/strong> 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.<\/li>\n\n\n\n<li>\u200b<strong>Deployment &amp; Coordination:<\/strong> Perform brief application deployments as directed. Actively coordinate with team members and other IT support groups for effective incident resolution.<\/li>\n<\/ul>\n\n\n\n<p>\u200b<strong>Qualifications and Skills<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Experience &amp; Education:<\/strong> At least 2 years providing direct support to employees or customers.<\/li>\n\n\n\n<li>\u200b<strong>Certifications (Preferred):<\/strong> A+, Net+, or similar certification.<\/li>\n\n\n\n<li>\u200b<strong>Technical Proficiency:<\/strong> Effective troubleshooting skills with:\n<ul class=\"wp-block-list\">\n<li>\u200b<strong>Windows OS (and Office\/Browsers).<\/strong><\/li>\n\n\n\n<li>\u200b<strong>General networking and Active Directory domains.<\/strong><\/li>\n\n\n\n<li>\u200b<strong>A wide variety of mobile devices.<\/strong><\/li>\n\n\n\n<li>\u200bFamiliarity supporting <strong>Mac OS X<\/strong> desktops and laptops.<\/li>\n<\/ul>\n<\/li>\n\n\n\n<li>\u200b<strong>Process Skills:<\/strong> 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).<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>\u200bCrossCountry 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. \u200bJob Responsibilities: Diagnosis and Resolution \u200bThe analyst is responsible for diagnosing and resolving a broad [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","jobpost_category":[648,734,1098],"jobpost_job_type":[39],"jobpost_location":[1041],"jobpost_tag":[3130,2303,3124,3122,3128,3125,3123,3129,3127,3126,720],"class_list":["post-656","jobpost","type-jobpost","status-publish","hentry","jobpost_category-information-technology","jobpost_category-support-service","jobpost_category-technical-services","jobpost_job_type-remote","jobpost_location-united-states","jobpost_tag-a-net","jobpost_tag-active-directory","jobpost_tag-first-level-support","jobpost_tag-it-service-desk-analyst-i","jobpost_tag-los-encompass","jobpost_tag-onsite-support","jobpost_tag-remote-fl","jobpost_tag-ticketing-system","jobpost_tag-voip","jobpost_tag-vpn","jobpost_tag-windows-os"],"_links":{"self":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost\/656","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost"}],"about":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/types\/jobpost"}],"author":[{"embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/users\/1"}],"wp:attachment":[{"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/media?parent=656"}],"wp:term":[{"taxonomy":"jobpost_category","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_category?post=656"},{"taxonomy":"jobpost_job_type","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_job_type?post=656"},{"taxonomy":"jobpost_location","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_location?post=656"},{"taxonomy":"jobpost_tag","embeddable":true,"href":"https:\/\/skillbasedmatching.com\/jobs\/wp-json\/wp\/v2\/jobpost_tag?post=656"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}