What are the responsibilities and job description for the HELP DESK ANALYST II position at AMERICAN NEIGHBORHOOD MORTGAGE ACCEPTANCE COMPANY?
Job Details
Job Location: 1000 Mount Laurel - Mount Laurel, NJ
Position Type: Full Time
Education Level: High School
Salary Range: Undisclosed
Job Category: Information Technology
Description
AnnieMac Home Mortgage is looking to hire a Full Time Help Desk Analyst II to provide phone and remote support to users of AnnieMac computers and applications. Under the direct supervision of the Business Support Manager, the accountabilities and job activities of the Help Desk Analyst II position include, but are not limited, to the following:
- Provides support to end users for computer, application, system, device, access and hardware issues.
- Responds to telephone, email and online requests for technical support. Advise user on appropriate action.
- Follow standard help desk procedures.
- Log all help desk interactions.
- Identify and escalate situations requiring urgent attention.
- Identifies, researches and resolves technical problems of moderate complexity.
- Documents, tracks, and monitors problems using applicable systems and tools.
- User account administration, security profile updates to various software systems.
- Track and route issues with documented outcomes.
- Inform management of recurring problems, suggesting resolutions.
- Stay current with system information, changes and updates.
- May coordinate with other teams or departments to resolve user problems.
- Receive escalated issues from Tier 1.
- Provision hardware for deployment to end users.
- Assists in the implementation and enforcement of security policies that protect systems and data from access by unauthorized users.
- Maintains and troubleshoots hardware and software packages.
Qualifications
- High School Diploma or equivalent, Associates preferred.
- 1 - 3 years mortgage industry experience preferred but not required.
- Working knowledge of fundamental operations of relevant software, hardware and other equipment.
- Knowledge of relevant call tracking applications.
- Excellent verbal and written communication skills.
- Excellent customer services skills.
- 2 – 4 years Help Desk experience required.
Work Environment/Physical Demands: Office environment. Must be able to sit at a desk for a long period of time which may cause muscle strain.
***AnnieMac Home Mortgage is an Equal Opportunity Employer and participates in E-Verify***
