CrossCountry Mortgage, LLC · 6 hours ago
IT Service Desk Analyst I
Charlotte, NC
Full-time
Onsite
Entry Level
$55K/yr - $60K/yr
2+ years expCrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender, recognized for its exceptional culture and employee engagement. The IT Service Desk Analyst I is responsible for providing first-level technical support to users of various technology devices, ensuring timely resolution of issues and effective communication with team members.
FinanceFinancial ServicesLendingMortgage
Responsibilities
Provide onsite, in-person technical support to all CCM employees via support ticketing system, inbound phone calls, email, and possibly text for all company systems and software
Ensure that all support requests are properly input and tracked within the support ticketing system
Diagnose and Resolve:
Hardware related issues efficiently by troubleshooting configuration and applying driver updates and documenting steps and escalating to other IT teams as necessary
VPN related issues to enable remote staff to connect to corporate network securely
VoIP related issues to ensure end user has access to corporate telephone network
LOS (Encompass, etc.) related issues to ensure end user has access to the core loan origination applications
Document scanning/printing related issues
Connectivity, sign-on, or Windows issues
Actively coordinate with team members and other service support groups to effectively resolve incidents and requests
Maintain CCM standard SLA response rates for outstanding issues
Perform brief application deployments consistent with organizational needs, as directed by management
Review and understand standard operating procedures, make recommendations, and assist with making improvements where possible
Support the IT Leadership team in advancing technology initiatives for the benefit of CrossCountry Mortgage
Create and/or follow technical documentation, system documentation, knowledge articles, and self-help references
Qualification
Required
At least 2 years' providing direct support to employees or customers
A+, Net+, or similar certification
Effective Communications Skills
Effective troubleshooting skills with Windows, Office, IE/Chrome browsers, general networking, Active Directory domains, and a wide variety of mobile devices
Experience working within a ticketing system
Preferred
Associate degree in computer science or 2 years' equivalent work experience
Familiarity supporting Mac OS X desktops and laptops
Benefits
Medical
Dental
Vision
401K
Short-term disability
Employee assistance program
Wellness program
Company
CrossCountry Mortgage, LLC
Back in 2003, our founder and CEO, Ron Leonhardt, started CrossCountry Mortgage with one goal: become a nationwide mortgage lender that helps people with clear and fast home loans.
5001-10000 employees
H1B Sponsorship
CrossCountry Mortgage, LLC has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (16)
2023 (9)
2022 (17)
2021 (3)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$1.9BKey Investors
Ares Management
2025-11-18Debt Financing· $600M
2025-09-24Debt Financing· $900M
2021-11-23Debt Financing· $400M
Leadership Team
Ron Leonhardt
Founder and CEO
Tom Kraft
Senior Vice President Operations - West
Recent News
2026-01-24
Company data provided by crunchbase