Helpdesk Analyst

Concord is a full-scope loan servicer delivering compliant, flexible, and scalable portfolio servicing solutions to meet the demands of loan originators and capital providers – and their customers – in multiple asset classes. We are service-focused innovative thought leaders leveraging proprietary technology to deliver comprehensive, configurable, and customizable servicing solutions. Our subject matter experts proactively partner with clients to maximize portfolio performance at a competitive price.

Responsibilities

• Support and troubleshoot workstations, printers, network, and applications.
• Support/install/upgrade software and hardware products.
• Add/delete/maintain users on the network; creating Windows logins, setting up email accounts, assigning application access, and ensuring security.
• Suggest training ideas for users based upon interaction from resolving support requests.
• Able to react to change productively and handle other tasks or projects as assigned.

Requirements

• Self-motivated with the ability to work effectively under limited supervision.
• Polite, responsive, and professional manner when handling user issues and support requests.
• PC hardware knowledge and troubleshooting skills.
• Software knowledge of Windows 10/11 and MS Office 365.
• Basic understanding of network protocols.
• Experience working with a ticketing system to log, track, and resolve support requests (e.g., ServiceNow, Zendesk, Jira Service Management, or similar).
• 0–2 years of experience in an IT-related field.
• Accurate and detail-oriented, with excellent organizational and time-management skills and the ability to manage multiple tasks simultaneously.
• Ability to perform the physical requirements of the role, with or without reasonable accommodation, including occasionally lifting/moving up to 45 pounds and bending, stooping, or reaching to access equipment on floors, shelving, or workstations.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short-Term & Long-Term Disability
• Wellness Resources