Analyst, Help Desk, Associate

Job Description Summary

Provides first-level support to title and escrow employees by responding to questions, troubleshooting business process issues, and assisting with title and escrow-related applications and workflows. Serves as a key point of contact for users, helping resolve operational issues, documenting requests, and escalating complex matters when necessary. Leverages title and escrow knowledge to support end users, identify solutions, and ensure timely resolution of inquiries.

Job Description

HOW YOU’LL CONTRIBUTE

• Answers first-level calls and requests submitted to the Service Desk.
• Provides initial support for business applications, processes, and workflows.
• Troubleshoots and resolves common user issues and escalates tickets as appropriate.
• Tracks calls, incidents, and requests through the ticket management system.
• Consults knowledge resources and established procedures to identify and communicate effective solutions.
• Works closely with all divisions in the company to ensure timely resolution of technical and operational concerns.
• Assists users with questions related to title and escrow software, general technical challenges, processes, systems, and best practices.
• Creates and maintains technical reference guides to assist users with company systems, products, and support procedures.
• Other duties as assigned.

Required Education, Experience, Certification/Licensure

• High school diploma or equivalent required.
• Minimum of 1 year of experience in the title or finance industry.
• Experience working as a Title Assistant, Escrow Assistant, Title Officer, Escrow Officer, or in a similar title and escrow support role preferred.
• Experience providing customer service and resolving inquiries in a fast-paced environment.
• Familiarity with title and escrow processes, terminology, documents, and transaction workflows.
• Demonstrated ability to learn and support business applications, software tools, and technology pla...