IT Help Desk Analyst

ABOUT ONETRUST INTERNATIONAL

If you are looking for an organization that has established an outstanding reputation for quality products and services and where you are an important member of a professional team, then OneTrust International may be for you. We are recognized as a Fortune 5000 company offering conventional, FHA, VA, USDA, and jumbo financing, while boasting portfolio, construction, and structure finance lending divisions. Our focus on utilizing the latest technology to streamline the home loan process has made us a leader in our space. We really listen to our clients in order to anticipate their home financing goals and dreams. We're mortgage educators and financing strategists, providing detailed information and sound advice on mortgage options and industry trends. We focus our energies on a transparent and open communication loan process to close loans quickly.

If our employees are successful, we are successful. Our goal is to provide them with the most current competitive tools and information possible. Employees and management listen, engage, and provide honest feedback to each other. Those who make outstanding contributions are recognized for their outstanding customer service and are eligible for key programs. In order to hire and retain employees who share our values of integrity, transparency, innovation, and greatness, we offer attractive employment packages, work-life balance, a wide range of training opportunities, and an innovative and exciting business culture. Service is everything!

Position Summary

OneTrust International is seeking a Help Desk Analyst to join our IT team in San Juan. This role provides frontline technical support to employees across the Family of Companies, including users in multiple offices and remote locations.

The Help Desk Analyst will be responsible for troubleshooting hardware, software, user access, Microsoft 365, endpoint devices, and business system issues. This role requires strong communication skills, attention to detail, and the ability to provide professional support in a fast-paced environment where priorities can shift throughout the day. The ideal candidate is dependable, responsive, organized, and service driven. This person should be comfortable working with users at all levels of the organization and able to explain technical issues in a clear, simple, and professional way.

Responsibilities:

• Provide day-to-day technical support for employees across multiple companies and office locations by phone, email, chat, and ticketing systems.
• Respond to and resolve a high volume of help desk tickets related to hardware, software, user access, business applications, and endpoint devices.
• Install, test, maintain, troubleshoot, and repair computers, peripherals, and related equipment.
• Perform software installation, updates, configuration, and troubleshooting on Windows-based devices.
• Assist with workstation setup, equipment deployment, replacements, and user onboarding/offboarding support.
• Support basic administration of critical business systems, including account setup, password resets, access changes, and general user support.
• Maintain accurate inventory records, equipment documentation, and support notes.
• Monitor system availability and assist with recovery efforts by following established IT procedures.
• Document support activity clearly and accurately within the ticketing system.
• Escalate issues when needed while maintaining clear communication with users and IT team members.
• Support IT operational processes with consistency, attention to detail, and a strong focus on customer service.

The above functions are intended to describe the general nature and level of work performed by individuals assigned to this job. This is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities and qualifications required of employees assigned to this job.

Education and Experience:

• 1+ years of experience in IT support, help desk, desktop support, or similar technical support role.
• Working knowledge of Windows operating systems and common troubleshooting practices.
• Experience supporting or administering Microsoft 365 / Office 365 environments.
• Ability to troubleshoot common computer, peripheral, software, and connectivity issues.
• Ability to explain technical issues in a clear, professional, and user-friendly manner.
• Experience supporting users in a multi-office or remote work environment.
• MacOS support experience.
• Experience with endpoint protection, antivirus, encryption tools, and device inventory systems.

Knowledge, Skills, Abilities:

• Knowledge of Windows 10 and 7 operating systems. OSX experience a plus.
• Experience administering or working in an Office 365 environment.
• SalesForce or Ellie Mae Encompass experience is a significant plus.
• Basic knowledge of system administration (account creation/password resets).
• Repair computer and peripheral hardware and software.
• Knowledge in help desk software methodology and ticketing systems.
• Basic ability to build reports from available fields in various systems.
• Basic ability to create reports using available data fields in business systems.
• Forward-looking mindset with experience using AI-enabled tools, automation platforms, or modern workflow technology to improve efficiency, troubleshooting issues, and support day-to-day business operations.
• Competent in using antivirus and encryption software.
• Expertise in explaining technical issues in a simple and user-friendly way.
• Excellent written and verbal communication skills.
• Ability to work independently in a professional environment with remote supervision.
• Ability to handle multiple tasks, set priorities, schedule meetings, and meet deadlines.
• Strong organizational skills with the ability to manage multiple priorities, follow documented processes, and meet deadlines.
• Strong customer-service mindset and commitment to supporting employees with patience, professionalism, and urgency.
• Good command of English both oral and written.

OneTrust International is an Equal Opportunity Employer