What are the responsibilities and job description for the IT Help Desk Analyst + Jr. Encompass Administrator position at Success Mortgage Partners, Inc.?
Hybrid Role: IT Help Desk Analyst Jr. Encompass Administrator
Location: Livonia, MI (Hybrid)
Employment Type: Full-Time
Department: Information Technology
Reports To: Director of Technology
About Success Mortgage Partners
Success Mortgage Partners (SMP) is a fast-paced, family-valued, and service-driven independent mortgage lender committed to empowering employees through collaboration, innovation, and technology. We support both corporate staff and partner branches nationwide, providing exceptional internal service so that our teams can deliver exceptional service to borrowers and referral partners.
Position Overview
This hybrid position combines Level 1–2 IT Help Desk Support with Jr. Encompass Administration, creating a unique opportunity for a technically skilled mortgage professional to support day-to-day IT needs while also contributing to the ongoing optimization of our Loan Origination System (LOS), Encompass.
The ideal candidate brings experience supporting mortgage users, troubleshooting LOS workflows, managing systems access, and resolving both software and hardware issues in a timely and customer-focused manner.
Key Responsibilities
Encompass Jr. Administrator Responsibilities
- Provide advanced help desk support and troubleshooting for the Encompass LOS, including issues involving users, workflows, integrations, and third-party vendors.
- Assist with user support related to mortgage origination tasks and LOS operations with professionalism, urgency, and attention to compliance and software best practices.
- Support Corporate Trainers and collaborate with Encompass administrators and developers on enhancements, automation, and system improvements.
- Support, maintain, and troubleshoot vendor permissions and access (DU, LPA, FHA Connection, GUS, credit providers, etc.).
IT Help Desk Responsibilities
- Provide Level 1 & Level 2 technical support via phone, email, ticketing, and remote/in-person assistance.
- Troubleshoot issues related to:
- Active Directory & user accounts
- Windows 10/11, computers, docks, peripherals
- Microsoft 365, Teams, OneDrive, Outlook
- VPN connectivity, MFA resets, OKTA
- VOIP solutions (RingCentral, Teams)
- Networking basics: DHCP, DNS, IP addressing
- SharePoint and OneDrive file access/permissions
- Adobe Acrobat/Reader
- Manage tickets, escalate when necessary, and ensure timely resolution of user issues.
- Perform new computer deployments, remote user setup support, and system upgrades.
Qualifications
Required
- Minimum 3 years mortgage industry experience, directly supporting mortgage users, systems, or workflows.
- Minimum 2 years IT help desk experience (Level 1–2), including AD, Windows OS, networking basics, and Microsoft 365.
- At least 3 years supporting Encompass LOS or other mortgage systems.
- Ability to troubleshoot, research, and resolve both technical and LOS issues with urgency and professionalism.
- Strong customer service, communication, documentation, and organizational skills.
Preferred
- Experience supporting Encompass administration, configurations, or automation.
- Experience with OKTA SSO/MFA, Fortinet, Proofpoint, or CrowdStrike.
- Familiarity with LOS integrations and mortgage workflow optimization.
- Ticketing system experience (FreshDesk or similar).
- Former mortgage processors, loan partners, or similar roles with high technical aptitude are strongly encouraged.
Working Conditions
This is a hybrid role based out of SMP’s Livonia, MI office. Most work can be performed remotely; however, onsite presence and occasional travel may be required for project, training, or support needs.