Information Technology Support Analyst (Richmond)

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

Preferred Skills

What We Offer