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Robert Half International Technology Support Analyst in Charlotte, North Carolina


Essential Duties and Responsibilities include the following:

Provide level 1 and 2 end user support for mortgage tech support requests related to the Ellie Mae Encompass software system and its related components/integrations

Track tasks and progress within ticketing software

Escalate support issues for vendor or level 3 support where appropriate

Support LOB applications and processes while adhering to an SLA prescribed by management

Interface with vendors and other 3rd parties

Assist in user setup and takedown activities including accounts and training

Analyze and document system modification requests

Additional duties and responsibility as directed by management

Adhere to all corporate policies

Required Qualifications and Experience:

All Deephaven employees must be able to work cooperatively as team members

Bachelor’s degree preferred and 1-3 years of experience in a mortgage environment

Experience using Ellie Mae Encompass required,

Proficiency with Microsoft Office products, particularly Word and Excel

Exceptional verbal, written and interpersonal collaborative skills communicating with all levels of the business

Strong ability to task switch effectively and manage multiple priorities

Basic VB.NET/C# or similar programming language understanding to evaluate logic statements

Must have user support and proven troubleshooting skills

Ability to solve problems logically and efficiently

Must maintain thorough documentation and show excellent attention to detail

Ability and willingness to learn quickly

Posses an open and inquisitive mindset

Technical certifications will be considered in addition to educational background


Networks, System Design, System Administration

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Questions? Call your local office at 1.888.490.4429. All applicants applying for U.S. job openings must be authorized to work in the United States. Benefits are available to temporary professionals. Visit for more information.

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Salary: DOE

Location: Charlotte, NC

Date Posted: February 19, 2021

Employment Type: Full-time

Job Reference: 03200-0011710632

Staffing Area: Technology u0026 IT