Service Desk Associate - Application Support - Hybrid

Service Desk Associate
- Application Support
- Hybrid

Genesis
10 is currently seeking a Service Desk Associate
- Application Support
- Hybrid for a contract to hire position with a Leading Title and Escrow Services Company located in Minnesota or California. This is a 12+ month contract to hire opportunity. Compensation: $23.00 - $30.00 per hour, W2, based on qualifications.

Position Overview:

We are seeking an Associate Service Desk Associate to join an Application Support team, providing operational and technical support for a business-critical escrow and title production platform. This role is highly focused on supporting a single enterprise application central to Title and Escrow operations. The ideal candidate combines strong customer service and technical troubleshooting skills with curiosity, analytical thinking, and an interest in understanding business processes.

Candidates with Title, Escrow, Mortgage Closing, or related industry experience will have a significant advantage.

• Provide first-contact support for users experiencing issues within the company's title production application
• Troubleshoot application issues by analyzing workflows, researching files, identifying root causes, and resolving problems whenever possible
• Escalate complex issues appropriately while maintaining ownership and communication throughout the resolution process
• Process user provisioning, security access requests, and account maintenance
• Accurately document incidents, troubleshooting steps, and resolutions within the incident management system
• Support end users by phone, email, and ticketing system while maintaining a high level of customer satisfaction
• Develop a thorough understanding of business workflows related to Title and Escrow operations
• Test application enhancements and assist with validating software modifications as needed
• Communicate enhancement requests and software defects using established documentation standards
• Maintain knowledge of supported applications, security, user access, and business processes
• Participate in team training, cross-training, and continuous process improvement initiatives

• 1+ year of experience in technical support, application support, service desk, help desk, or similar customer support environment
• Experience working with ticketing or IT Service Management (ITSM) systems
• Experience troubleshooting software or business applications
• Ability to investigate problems and think critically through business and technical issues
• Proficiency supporting Microsoft Windows and Microsoft Office (Outlook, Word, Excel)
• Experience documenting incidents and troubleshooting activities
• Strong understanding of customer support best practices
• Excellent customer service and communication skills
• Strong analytical and investigative problem-solving abilities
• High attention to detail and strong organizational skills
• Ability to prioritize multiple requests in a fast-paced environment
• Collaborative team player with a willingness to learn and work independently after training

• Title industry experience
• Escrow experience
• Residential or commercial mortgage closing experience
• Experience with title production software
• Knowledge of title and escrow terminology, workflows, and documentation
• Experience supporting enterprise business applications
• Entry-level Business Analyst or business process improvement experience

If you have the described qualifications and are interested in this exciting opportunity, please apply!