Mortgage Underwriter

Mortgage Support Analyst (Help Desk)

Location: Richmond, VA (100% Onsite – 5 Days/Week)

Duration: 12-Month Contract

We are seeking a Mortgage Support Analyst to join our team in Richmond, VA. This role will support a large-scale Correspondent Lending migration to Empower by providing Help Desk support to end users, troubleshooting application issues, and ensuring timely issue resolution.

If you have experience in a Help Desk environment, excellent customer service skills, and an interest in supporting mortgage or financial services applications, we'd love to hear from you.

Key Responsibilities

• Provide first-level Help Desk support to end users via phone.
• Troubleshoot, analyze, and resolve application-related issues using available tools and resources.
• Escalate complex issues to Level 2 Support when necessary.
• Document all incidents and resolutions accurately in Salesforce.
• Educate users on issue resolution and best practices to minimize repeat support requests.
• Support new application rollouts and system enhancements.
• Perform warm transfers to appropriate support teams when required.
• Maintain compliance with company policies, risk management guidelines, and regulatory requirements.
• Stay current with daily operational updates and communications.

Required Qualifications

• Bachelor's degree required.
• High School Diploma or equivalent.
• 1–3 years of Help Desk or Technical Support experience.
• Strong troubleshooting and analytical skills.
• Excellent verbal, written, and interpersonal communication skills.
• Ability to work in a fast-paced, high-volume support environment while maintaining professionalism.
• Experience documenting support tickets and resolving customer issues.

Preferred Qualifications

• Associate's or Technical degree.
• 3+ years of IT Support experience.
• Experience supporting banking, mortgage, or financial services applications.
• Knowledge of Salesforce or other ticketing systems.
• Experience supporting loan origination or mortgage servicing platforms is a plus.

What We're Looking For

We're looking for someone who is:

• Customer-focused with excellent problem-solving skills.
• Able to prioritize multiple requests in a fast-paced environment.
• A strong communicator who enjoys helping end users.
• Comfortable working independently while collaborating with technical support teams.

EEO: “Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of – Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.”