What are the responsibilities and job description for the Help Desk Support Analyst position at TechHuman?
We are seeking a customer-oriented Help Desk Support Analyst to join our team in a fast-paced, collaborative environment. This role provides frontline technical support for internal users, including attorneys, mortgage professionals, and administrative staff.
This is a unique support role that blends technical troubleshooting with process-oriented work. The ideal candidate is a strong communicator, quick learner, and team player who can pick up new systems quickly, retain information, and provide patient support to non-technical users.
Responsibilities:
Must-haves:
Nice-to-haves:
This is a unique support role that blends technical troubleshooting with process-oriented work. The ideal candidate is a strong communicator, quick learner, and team player who can pick up new systems quickly, retain information, and provide patient support to non-technical users.
Responsibilities:
- Provide Level 1 technical support for internal users across a variety of systems and applications
- Respond to and manage tickets through FreshDesk, email, and occasional phone support
- Troubleshoot common issues related to Microsoft 365, Active Directory, and user access (password resets, MFA, login issues)
- Assist users with hardware-related issues (laptops, docking stations, monitors, connectivity)
- Support and troubleshoot proprietary internal systems (training provided)
- Guide non-technical users through step-by-step solutions in a patient and professional manner
- Manage multiple communication channels (tickets, Teams, email, walk-ups) during high-volume or outage situations
- Escalate more complex issues to system administrators or developers as needed
- Perform basic user account setup, onboarding, and permissions management in Active Directory / Entra ID
- Contribute to and improve internal documentation and knowledge base resources
- Assist in organizing processes, improving workflows, and maintaining system accuracy
- Support outage communication efforts by helping track, communicate, and triage issues
- Assist with vendor management processes and audit preparation (e.g., SOC 2 documentation support)
- Maintain a high level of accuracy when working with systems tied to legal and mortgage documentation
Must-haves:
- 1–3 years of experience in a Help Desk or IT Support role
- Strong troubleshooting skills within Windows 10/11 environments
- Basic experience with Microsoft 365 (Outlook, Teams, MFA, password resets)
- Exposure to Active Directory / Entra ID for user support and account management
- Experience working in a ticketing system (e.g., FreshDesk, ServiceNow, Jira, etc.)
- Excellent communication skills with the ability to support non-technical users
- Ability to learn quickly, retain information, and follow documentation independently
- Strong organizational skills and attention to detail
- Comfortable balancing both technical tasks and repetitive/process-driven work
Nice-to-haves:
- Exposure to mortgage, banking, or legal environments
- Familiarity with Loan Origination Systems (e.g., Encompass) or similar platforms
- Understanding of mortgage workflows, closing processes, or document handling
- Experience supporting remote teams in a professional services environment
- Basic understanding of Intune, Entra ID, or device management tools
- Exposure to scripting (e.g., PowerShell) – not required
- Experience contributing to documentation, Knowle dge bases, or process improvement initiatives
- Exposure to audit/compliance processes (e.g., SOC 2) or vendor management