IT Specialist
6 d. temu

Ellie Mae is the leading cloud-based platform provider for the mortgage finance industry. Ellie Mae’s technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.

Visit to learn more.Currently, we are looking for service-oriented IT Specialist to provide technical support to users and partake in Corporate IT projects and activates in an efficient and accurate manner.

This position is the frontline IT support for the company and will help user resolve basic technical problems. Additionally, involved in Corp Tools support, event and facilities projects, purchasing and IT corp Projects.

Responsibilties :

  • Provide first level contact and convey resolutions to customer issues
  • Participate in Corp events and facilities work as relating to IT
  • Participate in various Corp IT projects
  • Participate in various IT purchasing duties, including software licensing costing, renewal and maintenance
  • Work closely with local management and Facilities
  • Monitor and respond quickly and effectively to requests received through the IT Service Desk ticketing system and hotline
  • Practice, implement and help staff to upkeep Governance driven Corporate Standards and Policies such for : SOC2, SOX, FFIEC, and more as required
  • Properly escalate queries as necessary
  • Partake in the installation and management of local IT Services including, Servers, Network, storage, Desktop, collaboration tools, and Service Desk
  • Work closely with Tier 2 and 3 engineers at H.Q. for escalate and ensure two-way communication with local staff is established
  • Track, route, and redirect tickets to the correct resources
  • Walk customers through problem solving process
  • Follow up with customers, provide feedback and see problems through to resolution
  • Document related processes and procedure and share them in the centralized IT document repository
  • Participate in local onboarding and offboarding of staff
  • Help users setup emails on mobile devices
  • Utilize excellent customer service skills and exceed customers’ expectations
  • Ensure proper recording, documentation and closure
  • Recommended procedure modifications or improvements
  • Preserve and grow your knowledge of Helpdesk procedures, products and services
  • Quailifications :

  • Proven working experience providing first level support for employees
  • Working knowledge of ticketing systems and remoting tools (RDP, Bomgar, etc.)
  • Minimum 4 years of experience working with Windows and Macs
  • Minimum 2 years of experience working with hosted solutions such as Office 365
  • Strong client-facing and communication skills
  • Advanced troubleshooting and Multi-tasking
  • Understand Active Directory and SSO
  • Understand the basics of client connectivity : VPN, DHCP, TCP / IP, etc.
  • Strong customer service and troubleshooting skills
  • BA / BS, or higher, preferably in IT or Sciences
  • Experience working with medium to large global corporations in IT Support functions is desired
  • Skills & Abilities :

  • Demonstrated ability to maintain a customer-service focus and attitude at all times
  • Must be able to remain calm in pressure situations
  • The ability to simplify complex technical solutions and convey them to end users
  • Must be able to adapt quickly to a constantly changing environment
  • Willingness to learn new technologies
  • Proactively address new and emerging problems
  • Some level of travel including overseas, up to 10% may be required from time to time
  • Due to the nature of the job, some level of flexibility for after-hours support, may be required from time to time
  • Ellie Mae is an equal opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are encouraged to apply.

    We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

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