Desktop Analyst, Jr

We are at the forefront of change in this rapidly evolving lending market. mello™, the Greek word for “future,” was the product of a recent $80+ million dollar investment in research & development to transform & streamline the home buying process into a digital experience like no other competitor offers. But mello™ is just the beginning… loanDepot will continue to invest in developing our own advanced technology ecosystem built around serving our customers & enabling our valued employees to provide exceptional service. We have funding, we have opportunities, you have ideas—it’s a perfect match. Come join us!

loanDepot — We are America’s Lender.

Position Summary:
Responsible for providing desktop support and ensuring a high level of customer satisfaction with systems and applications. Provides telephone and direct support to end-users answering a variety of support requests from hardware to software. Supports end user devices including PC’s, Mac, Printer/Scan, mobile devices, and various peripherals. This position ensures the performance of all duties in accordance with the company’s policies and procedures, all U.S. state and federal laws and regulations, wherein the company operates.

Responsibilities:
Provides excellent support by proactively responding to problems and requests while engaging and collaborating with other IT teams.

Troubleshoots desktop equipment and sets up and configures new hire desktops.

Performs end user moves.

Develops and maintains in-depth and high-level knowledge of all loanDepot technical systems.

Ensures proper escalation occurs for unresolved issues to ensure the end user remains satisfied.

Logs, researches, and accurately resolves end user inquiries and problems in a timely manner, meeting and exceeding SLAs as outlined for the end users.

Performs other duties and projects as assigned.

Requirements:
Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with state and federal regulations and laws as they pertain to this position.

Demonstrates strong knowledge of Windows 10 Operating and Server Systems.

Good knowledge of Active Directory and Exchange Administration.

Intermediate skills in computer terminal and personal computer operation; Microsoft Office applications including but not limited to: Word, Excel, PowerPoint and Outlook.

Intermediate math skills; calculate interest and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.

Strong analytical and problem-solving skills.

Effective organizational and time management skills.

Exceptional verbal, written and interpersonal communication skills.

Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.

Ability to organize and prioritize work schedules on a short-term and long-term basis.

Ability to work with little to no supervision while performing duties.

Experience in the Mortgage industry preferred.

A+, Network +, MCTS (Windows Client), and/or MCP a plus.

Associate’s degree preferred, or minimum of one (1) + years’ experience working in a similar field.

The Perks:
Competitive compensation reliant on ability & experience.

Excellent benefits package including multiple health, dental & vision options.

Company paid life and AD&D Insurance, as well as additional voluntary benefit possibilities.

401K with robust company match.

15+ PTO days in addition to 8 paid company holidays.

The opportunity to work for America’s Lender under the vision of industry legend, Anthony Hsieh.

We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.