Help Desk Support Analyst

San Antonio, TX, US • Posted 10 hours ago • Updated 10 hours ago

Contract W2

On-site

Depends on Experience

Fitment

Dice Job Match Score™

👾 Reticulating splines...

Job Details

Skills

Summary

We are seeking a customer-oriented Help Desk Support Analyst to join our team in a fast-paced, collaborative environment. This role provides frontline technical support for internal users, including attorneys, mortgage professionals, and administrative staff.
This is a unique support role that blends technical troubleshooting with process-oriented work. The ideal candidate is a strong communicator, quick learner, and team player who can pick up new systems quickly, retain information, and provide patient support to non-technical users.

Responsibilities:

Provide Level 1 technical support for internal users across a variety of systems and applications
Respond to and manage tickets through FreshDesk, email, and occasional phone support
Troubleshoot common issues related to Microsoft 365, Active Directory, and user access (password resets, MFA, login issues)
Assist users with hardware-related issues (laptops, docking stations, monitors, connectivity)
Support and troubleshoot proprietary internal systems (training provided)
Guide non-technical users through step-by-step solutions in a patient and professional manner
Manage multiple communication channels (tickets, Teams, email, walk-ups) during high-volume or outage situations
Escalate more complex issues to system administrators or developers as needed
Perform basic user account setup, onboarding, and permissions management in Active Directory / Entra ID
Contribute to and improve internal documentation and knowledge base resources
Assist in organizing processes, improving workflows, and maintaining system accuracy
Support outage communication efforts by helping track, communicate, and triage issues
Assist with vendor management processes and audit preparation (e.g., SOC 2 documentation support)
Maintain a high level of accuracy when working with systems tied to legal and mortgage documentation

Must-haves:

1–3+ years of experience in a Help Desk or IT Support role
Strong troubleshooting skills within Windows 10/11 environments
Basic experience with Microsoft 365 (Outlook, Teams, MFA, password resets)
Exposure to Active Directory / Entra ID for user support and account management
Experience working in a ticketing system (e.g., FreshDesk, ServiceNow, Jira, etc.)
Excellent communication skills with the ability to support non-technical users
Ability to learn quickly, retain information, and follow documentation independently
Strong organizational skills and attention to detail
Comfortable balancing both technical tasks and repetitive/process-driven work

Nice-to-haves:

Exposure to mortgage, banking, or legal environments
Familiarity with Loan Origination Systems (e.g., Encompass) or similar platforms
Understanding of mortgage workflows, closing processes, or document handling
Experience supporting remote teams in a professional services environment
Basic understanding of Intune, Entra ID, or device management tools
Exposure to scripting (e.g., PowerShell) – not required
Experience contributing to documentation, Knowle dge bases, or process improvement initiatives
Exposure to audit/compliance processes (e.g., SOC 2) or vendor management

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10524239
Position Id: 1852
Posted 10 hours ago

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