IT Technician II

We are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career.

Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States.

Position Summary:

The IT Technician II provides software-specific application support, loan process guidance, and workflow assistance to end users. This role is responsible for researching and resolving complex user issues while delivering a consistently professional, responsive, and customer-focused experience for associates and managers across Lennar Mortgage, Lennar, and Lennar Title.

Primary Duties and Responsibilities:

Serve as a primary point of contact for end users requiring assistance with loan-level requests, application functionality, and workflow processes within Encompass and related systems. Provide timely, accurate, and professional support to associates, managers, executives, and subject matter experts across a diverse user base. Assist users with questions, concerns, and proper usage of Lennar application systems, ensuring issues are resolved or escalated appropriately.

Maintain consistent and accurate documentation as new workflows, processes, and systems are implemented and communicated to associates. Act as a subject matter resource for application-related issues, including Encompass, BOSS, integrated in-house systems, and third-party applications. Review and understand Encompass release notes to support new enhancements, system changes, and associated business impacts. Support onboarding setup activities as needed, ensuring access and configuration requests are completed accurately.

Record, document, and manage all support requests received by email or phone within the Service Now ticketing system. Manage multiple priorities and initiatives simultaneously while maintaining quality, accuracy, and responsiveness. Maintain current knowledge of existing and newly deployed applications, workflows, and support procedures. Identify recurring or trending issues and recommend process improvements to enhance efficiency, user experience, and service quality.

Meet established service level agreements while providing complete, accurate, and well-documented resolutions. Participate in cross-functional training within the department and across IT to strengthen business and technical support capabilities. Complete assigned tasks satisfactorily, consistently, and within expected time frames as directed by management.
* Management reserves the right to modify the duties and responsibilities outlined in this position description at any time based on business needs.

Education and Experience Requirements:

Minimum of five years of experience in the mortgage industry. Experience working with Encompass loan origination system. Mortgage background with at least two years of experience applying technology solutions within a financial services organization. Ability to communicate effectively and professionally, both verbally and in writing, with personnel at all organizational levels. Strong organizational, prioritization, and leadership skills. Ability to work flexible hours, including evenings and weekends, as business needs require.

Physical Requirements:

This position requires the ability to operate a personal computer and perform general office-related physical activities, including bending, stooping, reaching, lifting, moving, and carrying materials and supplies…