Service Desk Associate - Application Support - Hybrid

Position Overview

We are seeking an Associate Service Desk Associate to join an Application Support team, providing operational and technical support for a business-critical escrow and title production platform. This role is highly focused on supporting a single enterprise application central to Title and Escrow operations.

Key Responsibilities

• Provide first-contact support for users experiencing issues within the company's title production application
• Troubleshoot application issues by analyzing workflows, researching files, identifying root causes, and resolving problems whenever possible
• Escalate complex issues appropriately while maintaining ownership and communication throughout the resolution process
• Process user provisioning, security access requests, and account maintenance
• Accurately document incidents, troubleshooting steps, and resolutions within the incident management system
• Support end users by phone, email, and ticketing system while maintaining a high level of customer satisfaction
• Develop a thorough understanding of business workflows related to Title and Escrow operations
• Test application enhancements and assist with validating software modifications as needed
• Communicate enhancement requests and software defects using established documentation standards
• Maintain knowledge of supported applications, security, user access, and business processes
• Participate in team training, cross-training, and continuous process improvement initiatives

Primary Requirements

• 1+ year of experience in technical support, application support, service desk, help desk, or similar customer support environment
• Experience working with ticketing or IT Service Management (ITSM) systems
• Experience troubleshooting software or business applications
• Ability to investigate problems and think critically through business and technical issues
• Proficiency supporting Microsoft Windows and Microsoft Office (Outlook, Word, Excel)
• Experience documenting incidents and troubleshooting activities
• Strong understanding of customer support best practices
• Excellent customer service and communication skills
• Strong analytical and investigative problem-solving abilities
• High attention to detail and strong organizational skills
• Ability to prioritize multiple requests in a fast-paced environment
• Collaborative team player with a willingness to learn and work independently after training

Desired Skills

• Title industry experience
• Escrow experience
• Residential or commercial mortgage closing experience
• Experience with title production software
• Knowledge of title and escrow terminology, workflows, and documentation
• Experience supporting enterprise business applications
• Entry-level Business Analyst or business process improvement experience