Support Analyst

A leading mortgage lender in Montgomery county is looking for a Support Analyst for a 6+ month contract to hire. The Support Analyst will be assisting over 4000 users on a service desk. This is a very production driven environment and Support Analysts are expected to close 40 tickets a day. The Support Analyst will need to be available until 10:00 PM ET M-F and until 8:00 PM ET on Saturdays.

The proposed shifts are as follows:

  • Shift 1: WED – SAT/ 11:30 AM – 10PM 4×10 on WED | THURS | FRI | SAT (9:30 AM – 8:00 PM)
  • Shift 2: MON – THURS/ 11:30 AM – 10PM 4×10 on MON | TUES | WED | THURS
  • Shift 3: MON – FRI/1:30 PM – 10:00 PM 5×8

Saturday's are required, no exception.

Principal Duties

  • The Support Analyst acts as first point of contact for clients to request assistance to resolve all Level 1 and Level 2 problems by applying procedures and their seasoned expertise
  • Documents all client interactions, problems and resolutions and creates documents for knowledge transfer.
  • Escalate issues. Identifies IT colleagues and/or vendors needed to resolve an issue and ensures problem resolution

Education and Experience Requirements

  • BA/BS degree or equivalent preferred
  • 2+ years experience in a large, high production environment
  • Proficiency with Active Directory, Outlook, O365, VPN/Remote access, Windows 7 & 10, and Microsoft Office 2010 & 2013
  • Experience using an automated help desk ticketing system is preferred
  • A+ certification preferred
  • Effective communication skills
  • A strong customer service focus
  • Patience and professionalism
  • A positive attitude
  • Organization and focus on follow-up

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