System Support Specialist II

D.R. Horton, Inc., the largest home builder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high quality homes designed principally for the entry‑level and first‑time move‑up markets. The Company also provides mortgage financing and title services for home buyers through its mortgage and title subsidiaries.

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D.R. Horton, Inc. is currently looking for a System Support Specialist II
. The right candidate, with some supervision, acts as a key contact for the user community to provide mortgage and title front‑line support. The System Support Specialist II provides support to users nationwide.

• Work standard Help Desk hours of operation M-F 7:00 am-7:00 pm Central, and Saturday 10:00 am-3:00 pm Central. Work an 8‑hour shift Monday–Friday with team member rotation for the Saturday shift. Hours are subject to change as deemed necessary by management.
• Provide information to and execute problem resolution for end users. User requests are received via phone and email.
• Respond to all user requests related to Financial Services (FS) applications, including Mortgage Loan Origination (Encompass), Title Closing & Insurance (Soft Pro), Electronic Document Management (Encomia), and Servicing (FICS).
• Support and maintain data for multiple components of the Intranet system, including reports, Do Not Call Manager, and Training Tracker.
• Maintain employee security access to FS applications and third parties, including periodic audits and reviews, following documented policies and procedures.
• Exercise judgment regarding issue escalation to another System Support Specialist, business partners or other IT personnel.
• Perform routine duties independently. Discuss and seek approval as needed from the Help Desk Manager or System Support Specialist III.
• Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company.
• Ability to work overtime.
• Prepare reports for management review, such as Daily Help Desk Statistics.
• Follow up with users when an issue is not immediately resolved, until it is resolved.
• Work with the team to maintain team and support documentation.
• Additional duties as assigned by the Help Desk Manager.

• Must have at least six months experience as a Loan Processor or Loan Closer working with Loan Origination software.
• One to two years related experience.
• Ability to apply common sense understanding to carry out instructions furnished in written or oral form or via DRH applications.
• Proficiency with MS Office and email.
• Health and physical requirements:
  Ability to sit for majority of an 8‑hour workday, use hands to finger, handle or feel, reach with hands and arms, talk and hear; specific vision abilities required include close vision, peripheral vision and color vision. Must occasionally lift and/or move up to 15 pounds.

• Bachelor’s degree in Business Administration, Computer Science or a related field is desired.
• Any mortgage‑related, computer or IT certificate is beneficial.

• Medical, Dental and Vision
• 401(k)
• Employee Stock Purchase Plan
• Flex Spending Accounts
• Life & Disability Insurance
• Vacation, Sick, Personal Time and Company Holidays
• Multiple voluntary and company‑provided benefits.

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