Help Desk Support responds to end-user requests for technical assistance by phone, email, or ticketing system. Troubleshoots and resolves basic computer, application, system, device, access, or performance issues. Being a Help Desk Support uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Additionally, Help Desk Support advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed. Escalates problems to appropriate levels or teams to achieve issue resolution. May support installs or upgrades of software or devices, set up user profiles, or re-set passwords. Fulfills all service level standards for response time and quality. May require an associate degree. Typically reports to a supervisor. The Help Desk Support works under moderate supervision. Gaining or has attained full proficiency in a specific area of discipline. To be a Help Desk Support typically requires 1-3 years of related experience. (Copyright 2024 Salary.com)
Job Title: help desk support specialist
Location: Saint Louis, MO
Expected Duration: 6 Months Contract
Shift: Monday through Friday - 10 AM - 7 PM
Remote but they should be local residents as we do have an onboarding day to set up equipment
Description:
Role: Agents provide mortgage staff with solutions related to navigation of mortgage applications, ongoing defect fix releases, product guidelines, system outages, hardware/software issues, password resets and login issues. Solutions may be associated with procedures, data entry in mortgage applications, system performance times, loan maintenance, training needs, or guiding the user to the appropriate specialized team for answers. Requests for assistance may be presented via incoming phone calls, shared e-mail box, and pager. Staff also represents the User Support team on various projects, future enhancements, and tracks issues during production system updates.
Receives and purchases loans from third party lenders. Reviews loans to ensure compliance with bank, regulatory and investor guidelines and customer service standards and determine acceptability. Communicates with lenders, staff, title companies, etc. to resolve outstanding items in order to obtain all necessary documentation and ensure completeness and accuracy. Delivers loan packages in a timely manner to Secondary/Pooling Unit for sale on Secondary market. Packages and submits government loan files to HUD/VA for insurance/guaranty. Prepares required disclosure information within designated time frames ensuring compliance with all regulations.
Preferred Skills/Experience - Basic knowledge of loan processing, closing and funding policies and procedures - Ability to identify and resolve exceptions and to interpret data - Ability to manage multiple tasks/projects and deadlines simultaneously - Good data entry and mathematical skills - Effective verbal and written communication skills - Proficient computer skills, especially Microsoft Office applications
Job Types: Full-time, Contract
Pay: $22.00 - $25.00 per hour
Schedule:
Work Location: Hybrid remote in St. Louis, MO 63101