Encompass Help Desk IT Technician

Position Overview

The Encompass Help Desk IT Technician will be responsible for the configuration and support of the Encompass 360 platform, and a variety of loan origination, secondary, and online marketing platforms. The Technician is responsible for the implementation of system updates, customizations, configuration changes, creating reports, and handling support issues. This person will collaborate with technical and cross-functional partners to solicit needs, determine feasibility, and implement configuration changes. They will implement process improvement to ensure efficient issue resolution and help define and drive business-as-usual development pipeline while optimizing performance and stability.

Essential Duties and Responsibilities include:

• Manages user setup, roles and security, customization of objects, fields, record types, and page layouts.
• Monitors interfaces to integrated systems to ensure that all systems are operating as designed.

• Participates in the software testing process, which includes test plans, contributing to test cases appropriate testing environments, and coordinating and executing smoke testing.
• Maintains current knowledge of Encompass360 features and functionality, providing recommendations for improvements.
• Oversees changes and provides clear and timely communication as necessary with releases.
• Identifies and resolves conflicting requirements.
• Proposes new product features and updates.
• Collaborates with cross-functional partners to ensure alignment on priorities.
• Participates in software releases and patches including planning, testing, and distribution of software updates, release notes, and training materials.

Experience and Minimum Qualifications (Skills, Knowledge & Abilities):

• 5+ years of related work experience; mortgage banking experience preferred
• 5 or more years of technical software support experience with a demonstrated ability for overseeing systems, teams, and projects
• Encompass Administrator: 3 years (Required); Encompass Admin Certification (Preferred)
• Experience with Optimal Blue, OSI, Mortgage Returns, Blend, and Velocify desired, but not required.
• Bachelor’s degree in business, finance, or related field
• Demonstrated analytical and problem-solving skills, attention to detail.
• Excellent written and verbal communication skills.
• Effective prioritization and project management skills.
• In-depth understanding of the mortgage industry and loan origination life cycle.
• Up to date on key Encompass trends and methodologies.
• Proven ability to combine technical capability with customer service mindset to drive customer satisfaction.

Physical Demands:

The physical demands are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment:

This job operates in an office setting and is largely sedentary, requiring the routine use of a computer and other standard office equipment. The ability to lift or move up to 25 pounds, bend, reach, and perform manual tasks may also be required. Remote work is an optional setting. Work environment characteristics are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. Business travel may provide for varying degrees of change in work environment. The noise level in the work environment is usually moderate.

Job Classification:

• Non-exempt

Location:

• Remote

• Medical
• Dental
• Vision
• Matching 401(k)
• Paid Time Off
• Paid Holidays

• We are a high-growth Company that doubled our staff in 2022
• Competitive Salary
• Wide Product Options - Bridge, Fix and Flip, FHA, VA, Conventional, Non-QM, DCSR, Hard Money Loans and more
• We are not impacted by the volatility of the interest rate