What are the responsibilities and job description for the Helpdesk Analyst position at Concord?
Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers - and their customers - in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price.
Concord is looking for a Helpdesk Analyst to join our IT Infrastructure team at our Scottsdale, AZ office. In this role, you'll be the first point of contact for employees across the company, troubleshooting hardware, software, and network issues, and making sure everyone stays productive and unblocked. You'll work closely with the broader Infrastructure team to resolve tickets efficiently, document recurring issues, and help improve the tools and processes that keep Concord running smoothly. This is a great opportunity for someone who enjoys solving problems, communicating clearly with non-technical users, and building a foundation for a career in IT.
Responsibilities
Concord is looking for a Helpdesk Analyst to join our IT Infrastructure team at our Scottsdale, AZ office. In this role, you'll be the first point of contact for employees across the company, troubleshooting hardware, software, and network issues, and making sure everyone stays productive and unblocked. You'll work closely with the broader Infrastructure team to resolve tickets efficiently, document recurring issues, and help improve the tools and processes that keep Concord running smoothly. This is a great opportunity for someone who enjoys solving problems, communicating clearly with non-technical users, and building a foundation for a career in IT.
Responsibilities
- Support and troubleshoot workstations, printers, network, and applications
- Support/install/upgrade software and hardware products
- Add/delete/maintain users on the network; creating Windows logins, setting up email accounts, assigning application access, and ensuring security
- Suggest training ideas for users based upon interaction from resolving support requests
- Able to react to change productively and handle other tasks or projects as assigned
- Self-motivated with the ability to work effectively under limited supervision
- Polite, responsive, and professional manner when handling user issues and support requests
- PC hardware knowledge and troubleshooting skills
- Software knowledge of Windows 10/11 and MS Office 365
- Basic understanding of network protocols
- Experience working with a ticketing system to log, track, and resolve support requests (e.g., ServiceNow, Zendesk, Jira Service Management, or similar)
- 0-2 years of experience in an IT-related field
- Accurate and detail-oriented, with excellent organizational and time-management skills and the ability to manage multiple tasks simultaneously
- Ability to perform the physical requirements of the role, with or without reasonable accommodation, including occasionally lifting/moving up to 45 pounds and bending, stooping, or reaching to access equipment on floors, shelving, or workstations
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short-Term & Long-Term Disability
- Wellness Resources