IT Support Technician Application & End-User Support

Job Summary

The IT Support Technician – Application & End‑User Support is responsible for the daily operations of the Technical Assistance Center and for the timely resolution of all problem calls. The role supports application support needs of the business, installing, configuring, troubleshooting, and maintaining Microsoft Windows‑based desktop and notebook computers, printers, mobile devices, and associated peripherals. The technician works independently while aligning to established direction and priorities.

The role supports two primary functions within the TAC: end‑user technical support and business application support.

• Technical Assistance Center – Technical Support
  • Monitor and respond to TAC phone calls and emails, working directly with users to resolve technical issues within established service level objectives.
  • Collaborate with support personnel to resolve issues that cannot be fully addressed at the initial help desk level.
  • Provide backup support for other IT functions as needed, including operations support, hardware troubleshooting, and equipment deployment.
  • Install, configure, and support end‑user devices, access, and general technical issues across multiple systems.
  • Communicate technical concepts and solutions clearly to non‑technical users.
  • Recognize, analyze, and resolve problems in a timely and organized manner using industry best practices.
  • Effectively multitask and prioritize work in a fast‑paced support environment.
• Application Support
  • Learn and support business applications as they are introduced into production, helping users complete their work within those systems.
  • Assist with application‑related issue analysis, documentation, and ongoing support for company systems and applications.
  • Support the gathering of business requirements and assist with the design, implementation, and documentation of technical solutions in accordance with approved standards and procedures.
  • Participate in the development of application and system training materials.
  • Assist with end‑user training for software and business applications, ensuring user understanding and adoption.

• No direct reports.
• No indirect reports.
• Involves sitting, standing, and/or movement.

• Minimum High School Diploma or equivalent.
• 2+ years of customer service experience in an IT or technical support role.
• Minimum 1 year of support for Windows 7, 8, 10 desktop and notebook hardware and software.
• Hands‑on IT support experience resolving common end‑user issues related to devices, access, and connectivity.>
• Experience supporting mobile devices (iPhone, iPad) and Wi‑Fi‑enabled devices.
• Working knowledge of Active Directory, basic networking concepts (TCP/IP, DNS, DHCP, SMTP).
• Experience supporting remote users in home‑office or branch environments.
• Ability to lift up to 30 pounds.
• Proficiency supporting Microsoft Outlook and Microsoft Teams, including common end‑user scenarios.
• Applicable technical certification (Microsoft Certified Professional or similar) preferred.
• Experience in the mortgage banking or financial services industry preferred.
• Exposure to scripting or automation tools (Power Shell, VBScript) preferred.
• Experience supporting Microsoft Exchange environments preferred.

• Pay range: $24.95‑$31.20 hourly.
• Hybrid work arrangement combining in‑office and remote work.
• On‑call rotation for after‑hours support (rotation every 7 weeks when fully staffed).
• Up to 9 paid company holidays per year.
• Up to 6 days of sick pay.
• Accrual of up to 17 PTO days per year (up to 22 PTO days for 10+ years of service).
• 401(k) plan with company match.
• Medical, dental, vision, disability, life insurance, and parental leave coverage through the company.
• Employee Assistance Program, tuition reimbursement (as applicable), and other voluntary insurance options.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. All employees must be committed to fair and nondiscriminatory lending, in compliance with all applicable laws and company policies.