About the Role

We're looking for a Junior Encompass Administrator & IT Support Specialist to support our mortgage technology and office IT systems. This hybrid role combines hands-on administration of Ellie Mae Encompass with tier-1 and tier-2 help desk support, making it a great fit for someone who wants to build specialized mortgage-tech experience alongside broad IT generalist skills.

Key Responsibilities

Encompass Administration

• Manage user accounts, security roles, and persona settings in Encompass
• Troubleshoot loan folder access, user login issues, and workflow blocks
• Assist senior admins with custom fields, input forms, and business rules
• Run standard reports and pipeline views for loan officers and processors
• Test system updates and patches in a staging environment before production deployment

IT Help Desk & Support

• Provide tier-1 and tier-2 technical support for hardware, software, and network issues
• Set up workstations, laptops, phones, and peripherals for new hires
• Troubleshoot Microsoft 365, Active Directory, email, and printer connectivity
• Document IT support tickets, resolutions, and asset inventory clearly
• Escalate complex server, network, or security issues to senior IT staff

Required Skills & Qualifications

• Experience: 1–3 years of IT support experience, including at least 1 year supporting Ellie Mae Encompass
• Technical Knowledge: Working understanding of mortgage loan lifecycles and Encompass configuration
• IT Skills: Hands-on experience with Windows OS, Microsoft 365, and Active Directory
• Communication: Strong customer service, problem-solving, and documentation skills
• Education: High school diploma required; Associate's or Bachelor's degree in IT or a related field preferred