IT Account Management Analyst

loanDepot • Plano, TX

5d • Onsite

About The Position

Responsible for playing a key role in the delivery of high-quality technical support for the business and the customer, while delivering exceptional customer satisfaction and a personalized service. Requires a high percentage of ticket resolution, which includes assurance of employee data access through Active Directory and third-party vendor portals.

Requirements

• Minimum of two (2) + years’ experience working in IT Support.
• PowerShell experience required.
• Experience with SQL (basic read, update & insert scripting), SQL Management Studio (Read, update, insert, and delete scripts).
• Effective organizational and time management skills.
• Exceptional verbal, written and interpersonal communication skills.
• Ability to manage ambiguity, work autonomously, and multi-task in an agile environment.
• Ability to make decisions that have moderate impact on the immediate work unit and cross functional departments.
• Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.

Nice To Haves

• Experience with Active Directory, ServiceNow, Genesys, MS Exchange preferred.
• Experience in the Mortgage industry preferred.

Responsibilities

• Creates and maintains Active Directory access for the organization.
• Works with third-party vendors to create/modify/deactivate user accounts.
• Works with the business to onboard new vendors as needed.
• Creates and maintains Exchange mailboxes and distribution groups in accordance with security standards.
• Assigns and configures phone numbers for all employees in Genesys phone systems.
• Ensures all employee life cycle requests and requirements are processed within the agreed service level targets provided by the business.
• Reviews and resolves incidents and requests with other technology teams on the customer’s behalf.
• Collaborate with Information Security and other departments to address and remediate any security concerns raised with user accounts in supported systems.
• Provides the highest level of customer support and satisfaction in line with the company’s policies and procedures.
• Actively encourages and promotes the Account Management team to adhere to ITIL processes and best practices.
• Ensures that Operational Level Agreement and Service Level Agreement levels are met.
• Maintains accurate documentation for the creation/modification/deactivation of 100+ third party vendors.
• Maintain accurate documentation for all departmental functions/processes.
• Maintains an up-to-date level of knowledge with regards to technology, security policies and company standards.

Benefits

• Medical/Dental/Vision
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.
• Extensive internal growth and professional development opportunities including tuition reimbursement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed