Encompass Help Desk IT Technician

IT Systems Administrator

American Heritage Lending, LLC

American Heritage Lending, LLC is seeking an experienced and highly motivated IT Systems Administrator to support the company’s growing mortgage operations platform.

This role is responsible for supporting daily technology operations across Microsoft 365, Encompass, telecommunications systems, user support, identity management, and operational security. The ideal candidate is hands-on, detail-oriented, responsive, and comfortable operating in a fast-paced mortgage lending environment.

This position works closely with Operations, Sales, Compliance, and Executive Management to maintain system reliability, user support, and operational continuity across the organization.

Primary Responsibilities

Microsoft 365 & Identity Management

• Administer Microsoft 365 environment including: 
  • User provisioning
  • Licensing management
  • Permissions administration
  • Account troubleshooting
• Manage Entra ID / Azure AD environment including: 
  • Multi-factor authentication (MFA)
  • Conditional Access policies
  • Identity and access management
  • Security policy administration
• Support Exchange Online administration including: 
  • Mail flow troubleshooting
  • Shared mailbox administration
  • Transport rules
  • Email delivery analysis

Email Security & Monitoring

• Monitor and manage email security platforms and quarantine systems
• Review and release quarantined email messages
• Analyze phishing attempts, spoofing activity, and suspicious email behavior
• Perform email header analysis and delivery troubleshooting
• Assist with spam filtering tuning and false positive mitigation
• Support company-wide email security and policy enforcement initiatives

End User & Helpdesk Support

• Provide day-to-day technical support for employees across the organization
• Troubleshoot: 
  • Windows and macOS devices
  • Application access issues
  • Hardware and peripheral issues
  • Mobile device support
  • Printer connectivity
  • User account access problems
• Support new hire onboarding including: 
  • Hardware provisioning
  • System setup
  • Account creation
  • Credential management

Encompass Administration & Mortgage Operations Support

• Support the company’s Encompass loan origination system
• Assist with: 
  • Persona and user access management
  • Pipeline view creation and maintenance
  • Loan file troubleshooting
  • Milestone and condition troubleshooting
  • Business rule analysis
  • TPO and Wholesale configuration support
  • Borrower portal troubleshooting
  • E-Consent and document access support

Mortgage industry experience or familiarity with loan origination systems is strongly preferred.

Telephony & Communication Systems

• Administer and support: 
  • RingCentral systems
  • Microsoft Teams Phone integrations
  • VoIP user setup and troubleshooting
• Manage: 
  • Call routing
  • User permissions
  • Phone provisioning
  • Carrier spam mitigation processes
• Coordinate with telecommunications vendors and carriers as needed

Daily Workflow Expectations

• Review and manage email quarantine systems multiple times daily
• Respond to incoming support requests through Teams, Outlook, and internal support channels
• Prioritize support requests based on operational urgency and business impact
• Balance ongoing support responsibilities with longer-term system administration and operational improvement projects
• Maintain responsiveness and communication with internal users throughout the day

Qualifications

• Experience administering Microsoft 365 environments
• Experience with Entra ID / Azure AD administration
• Strong troubleshooting and problem-solving skills
• Experience supporting Windows and macOS environments
• Understanding of cybersecurity best practices
• Experience with VoIP or telecommunications systems preferred
• Experience with mortgage lending systems or Encompass preferred
• Strong communication and organizational skills
• Ability to manage multiple priorities in a fast-paced environment

Preferred Experience

• Mortgage industry technology support
• Encompass administration
• Exchange Online administration
• Email security platforms
• Teams Phone or RingCentral administration
• User access governance and identity management
• Basic networking and systems troubleshooting

Position Characteristics

The ideal candidate is:

• proactive,
• dependable,
• detail-oriented,
• operationally minded,
• and comfortable supporting both technical systems and business users in a high-volume mortgage lending environment.

This role requires strong responsiveness, professionalism, and the ability to work collaboratively across departments.