Help Desk Support Analyst

San Antonio, TX
Full Time
Experienced
Are you a problem-solver with a passion for technology? Do you thrive on helping people and keeping systems running smoothly? We’re looking for a Help Desk Support Analyst to be the first line of contact for employees and clients who need IT support. In this role, you’ll gain exposure to all aspects of our firm’s IT environment, from troubleshooting hardware and software issues to ensuring network security and assisting with annual audits.

This is an excellent opportunity for someone who wants to grow their IT career while making a real impact every single day.

About the Company:

Our client has been a pioneer in the mortgage lending industry for nearly 50 years, providing timely, accurate, and compliant closing documents for more than 5 million residential loan transactions. With unmatched expertise and a commitment to excellence, they have become the trusted partner for mortgage lenders nationwide. By joining their team, you’ll be part of an organization that continues to set the standard for accuracy, timeliness, and compliance while helping shape the future of the industry.

What You’ll Do:
 
  • Monitor and manage the Help Desk Ticket Queue, prioritizing issues based on urgency.
  • Troubleshoot and resolve hardware, software, and proprietary system problems.
  • Escalate advanced issues to senior technicians when needed.
  • Record and analyze data to track issues through resolution.
  • Prepare reports on help desk activity for management review.
  • Conduct diagnostics and testing to minimize downtime.
  • Manage email and intranet services, including user accounts and permissions.
  • Collaborate with the network administrator on hardware and software improvements.
  • Train users on system security and efficiency best practices.
  • Oversee system backups and support disaster recovery plans.
  • Assist with vendor and client technology requests, including security questionnaires.
  • Support annual SOC audit review in collaboration with leadership.
  • Jump in to support other business functions as needed.

What We’re Looking For:
 
  • Strong communication skills with the ability to translate technical information into plain English.
  • A collaborative, team-first mindset and excellent interpersonal skills.
  • Analytical and troubleshooting skills with an eye for detail.
  • Solid knowledge of computer systems, networks, and programming concepts.
  • Proficiency in Microsoft Office Suite (including Visual Studio), Windows and Windows Server, Active Directory.
  • Ability to learn new systems and software quickly.
  • Degree in Information Systems (or related field) and 3+ years of IT experience.
  • Flexible, positive attitude with the ability to adapt to changing business needs.
  • Willingness to work occasional evenings or weekends as required.

Why Join Us?
 
  • Work across the entire IT environment where no two days are the same.
  • Collaborate closely with IT leadership and gain exposure to advanced systems and audits.
  • A competitive benefits package including PTO, medical, dental and vision insurance, 401k and more
  • Access opportunities for growth and the ability to influence future technology improvements within the firm.
Ready to be the go-to IT problem solver and help keep our client’s systems and people running at their best?
Apply today and take the next step in your IT career in San Antonio.
 

Want to learn more about 512Financial? Check out our Recruitment and Talent Acquisition Page! If you have any questions, please reach out to us here: https://512financial.com/contact/

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