System Support Specialist II

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high-quality homes designed principally for the entry-level and first-time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries.

About the role

The System Support Specialist II, with some supervision, acts as a key contact for the user community to provide mortgage and title front-line support. This role provides support to users nationwide.

Responsibilities

• Fulfill the requirement to work standard Help Desk hours of operation: M-F 7:00am-7:00pm Central, and Saturday 10:00am-3:00pm Central. Work an 8-hour shift Monday – Friday with team member rotation for the Saturday shift. Hours are subject to change as deemed necessary by management.
• Provide information to and execute problem resolution for end users. User requests are received via phone and email.
• Respond to all user requests related to Financial Services (FS) applications, including Mortgage Loan Origination (Encompass), Title Closing & Insurance (SoftPro), Electronic Document Management (Encomia), and Servicing (FICS).
• Support and maintain data for multiple components of the Intranet system, including reports, Do Not Call Manager, and Training Tracker.
• Maintain employee security access to FS applications and third parties, including periodic audits and reviews; following documented policies and procedures.
• Exercise judgment regarding issue escalation to another System Support Specialist, business partners, or other IT personnel.
• Perform routine duties independently. Discuss and seek approval as needed from the Help Desk Manager or System Support Specialist III.
• Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company.
• Work overtime as needed.
• Prepare reports for management review, such as Daily Help Desk Statistics.
• Follow up with users when an issue is not immediately resolved, until it is resolved.
• Work with the team to maintain team and support documentation.
• Additional duties as assigned by the Help Desk Manager.

Requirements

• Must have at least six months of experience as a Loan Processor or Loan Closer working with Loan Origination software.
• One to two years of related experience.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral form, or via DRH applications.
• Proficiency with MS Office and email.
• Ability to sit for the majority of an 8-hour workday; use hands to finger, handle, or feel; reach with hands and arms; talk and hear.
• Specific vision abilities required by this job include close vision, peripheral vision, and color vision.
• Must occasionally lift and/or move up to 15 pounds.
• The noise level is generally moderate.

Qualifications

• Bachelor’s degree in Business Administration, Computer Science, or a related field is desired.
• Any mortgage-related, computer, or I.T. certificate is beneficial.

Benefits

• Medical, Dental, and Vision
• 401(K)
• Employee Stock Purchase Plan
• Flex Spending Accounts
• Life & Disability Insurance
• Vacation, Sick, Personal Time, and Company Holidays
• Multiple Voluntary and Company-provided Benefits

Schedule

• Standard Help Desk hours: M-F 7:00am-7:00pm Central, and Saturday 10:00am-3:00pm Central.
• 8-hour shift Monday – Friday with team member rotation for the Saturday shift.