System Support Specialist II

D.R. Horton•Austin, TX

About The Position

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. Please visit our website at www.drhorton.com for more information D.R. Horton, Inc. is currently looking for a System Support Specialist II. The right candidate, with some supervision, acts as a key contact for the user community to provide mortgage and title front line support. The System Support Specialist II provides support to users nationwide.

Requirements

Must have at least six months experience as a Loan Processor or Loan Closer working with Loan Origination software
One to two years 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 majority of 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.

Nice To Haves

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

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
Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
Ability to work overtime
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