Job Description

CapCenter is a leader in mortgage lending with a unique zero-closing-cost model. Our success is built on empowering employees with the tools, technology, and support they need to serve our clients. We are seeking a motivated and detail-oriented IT Support Analyst to join our team and provide consistent, high-quality technology support across the organization.

Position Summary

The IT Support Analyst will be responsible for providing first-line technical support, managing help desk tickets, and ensuring smooth operation of IT systems and equipment. This role requires strong organizational skills, excellent problem-solving abilities, and the ability to communicate effectively with employees at all levels of the company.

Key Responsibilities

• Serve as the primary point of contact for IT support requests via help desk
• Manage and prioritize help desk tickets, ensuring timely resolution of high-urgency issues.
• Install, configure, and maintain hardware, software, and networking equipment.
• Organize, research, escalate, and remediate identified system vulnerabilities and potential cyber security incidents as identified by SIEM and XDR platforms.
• Maintain organization, and accuracy of IT equipment inventory in approved systems.
• Document processes, resolutions, and configurations for knowledge sharing and continuity.
• Collaborate with internal teams and vendors to escalate and resolve issues when necessary.
• Support onboarding and offboarding of employees, including workstation setup and access provisioning.
• Monitor system performance and proactively address issues to minimize downtime.
• Assist in IT projects, upgrades, and rollouts as assigned.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 2+ years of IT support or help desk experience.
• Strong knowledge of Windows and Office 365 environments.
• Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
• Strong organizational skills and ability to manage multiple priorities.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.

Preferred Skills

• Experience in financial services or regulated industries.
• Knowledge of Active Directory and user management.
• Familiarity with endpoint management tools (e.g., Intune, SCCM).
• Basic scripting or automation skills (PowerShell).

What We Offer

• Competitive salary
• Comprehensive benefits package (health, dental, vision, 401k).
• Opportunities for professional development and career growth.
• Collaborative and mission-driven company culture.

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