Service Desk Analyst

The Service Desk Analyst primary function is to provide technical support for production-based applications and network, supporting company business and objectives.  The Service Desk Analyst troubleshoots when problems are encountered via root causes analysis, implements temporary workarounds as appropriate, and designs permanent solutions aimed at increasing application and network availability and usability.

• Work as Support Team member, to gather information, apply knowledge and experience to Ensure efficient and accurate problem troubleshooting and solutions development
• Ability to effectively and efficiently troubleshoot technical problems.
• Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
• Install/Configure software applications and hardware solutions
• Basic understanding of TCP/IP, DNS, DHCP, VDI and VPN configurations.
• Provide general IT end-user support
• Provide complete resolution summary upon case closure to capture knowledge base data
• Take ownership of problems by collecting symptom/environmental data for problem resolution
• Communicate effectively with end-user and IT Support Team to resolve assigned tasks
• Peripherals setup & support such as printers, scanners, etc.
• Any other duties as assigned by management.

• High School diploma or equivalent
• 3+ years’ recent computer, server, and network troubleshooting experience.
• Must be resourceful and able to take initiative in a dynamic environment.
• Knowledge of computer and server hardware.
• Ability and willingness to work in an environment providing 24x7x365 support.
• Strong understanding of Windows operating systems and applications in a domain environment, including Windows 11 and Microsoft Office suites.
• Experience with anti-virus technologies and troubleshooting
• Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices
• Experience with VMWare virtual desktops
• Strong customer service skills
• Strong written and oral communication skills
• Ability to demonstrate a high degree of business professional behaviors including punctuality, attendance, responsiveness and dependability
• Ability to work in fast-paced environment and meet deadlines
• Capability to work both independently and as part of a team
• Problem-Solving mindset with ability to multitask

 Language Skills

• Excellent written and verbal communication skills
• Ability to read, analyze and interpret common technical reports, and documentation

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell
• The employee must occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus

• Competitive payrates based on skills and experience
• Extensive benefits package: Medical, dental, vision, HSA, mental health programs, Employee Assistance Program, short term disability, voluntary insurance (LTD, auto, home, life, legal, pet, identify theft), employee discounts
• Rest and relaxation: Paid holidays and generous PTO based on tenure
• Community and Philanthropy: Paid volunteer time
• Paid Maternity and Parental Leave
• Contribute to your future: 401K plan and robust continuous learning opportunities
• Work Perks Program: Access to discounts that help save money in your daily life

Is this the ideal location for you?

This position is onsite and reports to our PA office.

Mortgage Connect is a national mortgage service provider specializing in assisting mortgage lenders with a multitude of services they need in connection with a loan. Our entrepreneurial mindset allows us to differentiate ourselves in the market through continuous improvement and innovation, as well as our diversified suite of product offerings. Our people are driven and committed to our cultural values we call “The 5C’s”: Connect, Collaborate, Communicate, Care, and Celebrate. We take these seriously and coming on board with us means you agree to adopt these values in your everyday work life with us.

 All onboarding employees will be required to complete a pre-employment background check and drug screening.

We are an Equal Opportunity employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws. Mortgage Connect is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact HR@mortgageconnectlp.com