Help Desk Support Specialist

Vellum MortgageFairfax, VA, United States

7 hours ago

Job type

Full-time

Job description

Job Description - Help Desk Support Specialist

Position Overview

The Help Desk Support Specialist plays a key role in ensuring a seamless and efficient experience for our team by providing expert support, troubleshooting, and process optimization within the Encompass® LOS environment. This role blends technical problem-solving, system administration, and collaboration to enhance productivity across the organization.

Position Requirements

Experience :

Experience within the Encompass software either as a user or admin.

Education :

High School diploma or equivalent

Work Condition :

Remote & Full-Time- overtime as needed.

Physical Requirement :

Ability to perform a desk-based role

Expectations :

Attention to detail

Ability to work with deadlines and variable workloads

Ability to multi-task

Strong documentation, verbal, and written communication skills

Positive, service-oriented attitude.

Preferred Qualifications- but not required :

1-2 years of help desk or technical support experience.

Programming experience or interest in learning (C#, VB, JavaScript, Python).

Experience as an Encompass Administrator and familiarity with Encompass Web Version, Developer Connect API, or Partner Connect.

Understanding of loan production processes or prior mortgage industry experience

Responsibilities :

Provide Customer Support : Deliver exceptional customer service by responding promptly and effectively to Encompass® help desk requests.

Troubleshoot & Resolve Issues : Manage and resolve ICE Mortgage Technology® support tickets efficiently while maintaining strong relationships with ICE support teams.

Identify Process Improvements : Proactively identify opportunities to streamline processes and recommend enhancements to improve the Encompass® user experience.

Support QA & Testing : Assist with quality assurance (QA), system testing, and user acceptance testing (UAT) for new features, integrations, and updates.

System Administration : Assist with the creation, configuration, and management of company and user setups, roles, and personas.

Collaborate Across Teams : Partner with internal departments to ensure system changes align with business and compliance needs.

Documentation & Knowledge Management : Maintain comprehensive records, guides, and training materials by logging issues and resolutions, updating workflows and FAQs, tracking system administration details, documenting changes and releases, and creating user-friendly resources to support onboarding and feature adoption.

Training & User Support : Support training initiatives and help colleagues understand system functionality and best practices.

Special Projects : Contribute to documentation, testing, and process optimization efforts in alignment with management direction.

Additional Duties : Perform other responsibilities as assigned by management.

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Help Desk Specialist • Fairfax, VA, United States

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