Hybrid Level 2 IT Help Desk+ Ecompass Support

Hybrid Level 2 IT Help Desk + Encompass Support

About the Company

SMP is a fast-paced, family-oriented mortgage company focused on delivering strong support to both our internal teams and partner offices. We value accountability, collaboration, and a high level of service across all departments.

About the Role

This hybrid role combines Level 2 IT Help Desk support with Encompass administration and user support, operating as a key resource across IT, Operations, and Mortgage teams. You will troubleshoot, maintain, and support both internal IT systems and Encompass, while partnering with teams to resolve issues, support users, and drive system improvements.

This position is ideal for someone with a strong mortgage background and technical skillset who thrives in a fast-paced, team-oriented environment and enjoys supporting both technical and business users.

Responsibilities

Encompass / LOS Support

• Provide advanced support for Encompass, including troubleshooting user issues, system errors, and integrations
• Support third-party integrations (DU, LPA, FHA Connection, GUS, credit vendors, etc.)
• Assist with Encompass configuration, automation, and optimization efforts
• Partner with internal teams and vendors to resolve LOS-related issues
• Support user access, roles, and permissions across Encompass and related systems
• Assist with LOS training initiatives and documentation
• Ensure compliance and best practices are maintained within the system

IT Help Desk / Technical Support

• Provide Level 2 support via Freshdesk for both IT and LOS-related tickets
• Handle inbound support requests via phone, ticketing system, and remote sessions
• Troubleshoot hardware, software, and user access issues across the organization
• Support O365 environment (Outlook, Teams, Word, Excel, OneDrive)
• Perform user management in Active Directory (accounts, permissions, password resets)
• Support identity and access management including Okta MFA troubleshooting
• Provide remote support using Ninja RMM
• Assist periodically with endpoint security tools (CrowdStrike, Rapid7) and email security (Proofpoint)
• Support user interactions with network infrastructure including Fortinet firewall and access points (basic troubleshooting/escalation)
• Document resolutions and maintain accurate ticket updates

General Support Expectations

• Deliver timely, professional, and high-quality support to all users
• Manage and prioritize tickets with a strong sense of urgency
• Maintain clear documentation and communication on all issues
• Collaborate with IT and Encompass LOS teams on projects and initiatives

Qualifications

• 4+ years of experience in the mortgage industry supporting users, operations, or clients
• 4+ years of experience supporting Encompass (user support, admin, or advanced troubleshooting)
• 4+ years of experience in IT Help Desk or technical support
• Strong troubleshooting and problem-solving skills across both technical and business systems
• Experience working in a ticketing system (Freshdesk preferred)
• Strong communication skills with the ability to support users via phone and remote sessions

Required Skills

• Deep understanding of mortgage workflows and compliance considerations
• Experience administering or supporting Encompass (ICE certifications a plus)
• Familiarity with LOS integrations (DU, LPA, FHA, GUS, etc.)
• Experience with:
• Microsoft 365 environment
• Active Directory
• Okta (MFA, identity/access management)
• Remote support tools (Ninja RMM or similar)
• Strong ability to balance IT and LOS support responsibilities
• Excellent documentation, organization, and ticket management skills

Working Conditions

• Primarily remote position supporting both local and remote users
• Occasional travel may be required for projects, onboarding, or support needs