What are the responsibilities and job description for the Information Technology Support Analyst position at CapCenter?
CapCenter is a leader in mortgage lending with a unique zero-closing-cost model. Our success is built on empowering employees with the tools, technology, and support they need to serve our clients. We are seeking a motivated and detail-oriented IT Support Analyst to join our team and provide consistent, high-quality technology support across the organization.
Position Summary
The IT Support Analyst will be responsible for providing first-line technical support, managing help desk tickets, and ensuring smooth operation of IT systems and equipment. This role requires strong organizational skills, excellent problem-solving abilities, and the ability to communicate effectively with employees at all levels of the company.
Key Responsibilities
- Serve as the primary point of contact for IT support requests via help desk
- Manage and prioritize help desk tickets, ensuring timely resolution of high-urgency issues.
- Install, configure, and maintain hardware, software, and networking equipment.
- Organize, research, escalate, and remediate identified system vulnerabilities and potential cyber security incidents as identified by SIEM and XDR platforms.
- Maintain organization, and accuracy of IT equipment inventory in approved systems.
- Document processes, resolutions, and configurations for knowledge sharing and continuity.
- Collaborate with internal teams and vendors to escalate and resolve issues when necessary.
- Support onboarding and offboarding of employees, including workstation setup and access provisioning.
- Monitor system performance and proactively address issues to minimize downtime.
- Assist in IT projects, upgrades, and rollouts as assigned.
Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).
- 2 years of IT support or help desk experience.
- Strong knowledge of Windows and Office 365 environments.
- Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPNs).
- Strong organizational skills and ability to manage multiple priorities.
- Excellent communication and customer service skills.
- Ability to work independently and as part of a team.
Preferred Skills
- Experience in financial services or regulated industries.
- Knowledge of Active Directory and user management.
- Familiarity with endpoint management tools (e.g., Intune, SCCM).
- Basic scripting or automation skills (PowerShell).
What We Offer
- Competitive salary
- Comprehensive benefits package (health, dental, vision, 401k).
- Opportunities for professional development and career growth.
- Collaborative and mission-driven company culture.
