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Encompass & Desktop Support Specialist (Tier 1 Support)

Encompass & Desktop Support Specialist (Tier 1 Support) Remote

Location– Remote

Salary– $58,000-$67,000

The Encompass & Desktop Support Specialist acts as the first line of technical assistance for the company’s mortgage operations team. Driven by a positive customer service attitude, this entry-to-mid-level role is responsible for handling daily user inquiries, resolving routine software glitches, managing basic Windows/desktop-level issues, and assisting with foundational system maintenance.

Rather than executing complex backend coding or deep system architecture, this specialist focuses on day-to-day user support, remote desktop troubleshooting, basic data maintenance, and workflow optimization. The ideal candidate possesses a baseline understanding of the mortgage process alongside solid foundational IT support skills and will collaborate cross-departmentally to ensure smooth, efficient user experience.

Key Responsibilities:

 

Tier 1 Helpdesk & User Support

  • First-Line Assistance: Act as the primary point of contact for daily Encompass application support inquiries and general desktop hardware/software issues from all remote internal users.
  • Issue Resolution: Identify, troubleshoot, and resolve routine software errors, Windows OS glitches, login issues, password resets, and user access friction points.
  • Desktop & Environment Support: Provide basic Windows environment troubleshooting, including local connectivity issues, peripheral setups, and browser/clearing cache optimization to ensure optimal Encompass performance.
  • Escalation Management: Document and escalate complex technical errors, system bugs, hardware failures, or advanced business rule requests to senior technical resources or management.
  • Basic Analytics Support: Assist users with navigating and generating standard reports, system dashboards, pipeline views, and eFolder views.

System Maintenance & Data Entry

  • Routine Administration: Assist with basic Encompass administrative functions under direction, such as standard user profile setups, routine template maintenance, and data verification.
  • Data Entry & Integrations: Input data and complete standardized maintenance tasks for third-party services and system tools.
  • Form Updates: Execute basic, routine modifications to existing system forms using the Form Builder tool as directed.
  • Compliance Administration: Assist with data-level updates required by regulatory and compliance adjustments.

Training & Engagement

 

  • Onboarding Assistance: Assist in delivering structured, foundational training programs to onboard new hires onto the Encompass platform and ensure their remote desktop environments are properly configured.
  • Feedback Gathering: Work directly with operational departments to understand user pain points and identify areas where workflow efficiency can be optimized.
  • Professional Growth: Actively work toward developing a more comprehensive, technical knowledge of the Encompass system, Windows enterprise environments, and underlying functionalities.

 

Experience & Qualifications

  • Experience: 1–2 years of experience in an IT helpdesk, desktop support, or mortgage operations role (such as processing, closing, or loan setup).
  • Technical Knowledge: Proven familiarity with Windows operating systems, remote desktop troubleshooting practices, and basic internet/connectivity troubleshooting.
  • Software Familiarity: Previous hands-on experience utilizing Encompass as an end-user or junior administrator is highly preferred.
  • Skills: Exceptional organizational skills, strong diagnostic capabilities, and a desire to learn technical system and desktop administration.
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