Mortgage Technology Support Analyst II

Lower • Washington, DC

4d • $32 - $36

About The Position

The Mortgage Technology (MT) Support Analyst II plays a key role in supporting, troubleshooting, and optimizing mortgage technology systems that drive the loan lifecycle from application to closing. This position serves as an advanced resource for diagnosing and resolving technical issues, maintaining user functionality, and supporting system improvements. The MT Support Analyst II partners closely with business users, technology teams, and leadership to ensure seamless operations and continuous improvement of mortgage technology tools.

Requirements

• Associate’s or Bachelor’s degree in IT, Business, or related field, or equivalent work experience.
• 1–3 years of experience in technical support, preferably in a help desk, mortgage technology, or financial services environment.
• Familiarity with mortgage industry processes and exposure to supporting ICE's Encompass software (experience with the desktop version of Encompass LOS and Ncino strongly preferred).
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent communication skills, with the ability to explain technical concepts to non-technical users.
• Proven ability to prioritize and manage multiple requests in a high-volume, fast-paced environment.
• Customer-focused mindset with strong organizational skills and attention to detail.

Responsibilities

• Provide advanced analysis, troubleshooting, and resolution for end-user support requests across LOS, POS, and Process Automation systems.
• Monitor ticket trends, identify recurring issues, and recommend process or training improvements.
• Escalate and collaborate with development and product teams for complex system issues.
• Assist with system administration tasks, including user setup, maintenance, and access management.
• Support communication and training related to technology changes, enhancements, or system outages.
• Maintain system documentation to capture solutions, root causes, and best practices.
• Participate in special projects as a subject matter expert and provide input on process improvements.
• Deliver exceptional customer service and serve as a trusted support resource for end users.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree