Here at Lower, we believe homeownership is the greatest wealth creator in America today. Our goal is to make homeownership accessible to more people. We also know the path to get there can be daunting; but it doesn’t need to be.
As a mission-driven fintech, everything we do revolves around simplifying the home buying process. Through our growing family of companies and products, our team meets customers where they want to do business at every step of the journey. Lower has originated, underwritten, and funded tens of billions of dollars in home loans and offers an industry-leading customer experience with ratings of 4.8 on Trustpilot, 4.9 on Google, 4.9 on Zillow, and A+ from the Better Business Bureau.We innovate through technology, but our people are what sets us apart.
Job Description:
IT Support Analyst II provides advanced technical support, troubleshooting, and customer service for end users. This role is responsible for diagnosing complex IT issues, assisting with IT training, and supporting IT infrastructure. IT Support Analyst II also collaborates with vendors and escalates unresolved issues to higher-tier support teams when needed.
What you’ll do:
- Serve as the first or second point of contact for users experiencing technical issues.
- Diagnose, research, and resolve advanced hardware, software, and network-related problems.
- Assist with managing and maintaining IT assets, including computers, peripherals, and mobile devices.
- Provide technical guidance to Tier 1 analysts and assist in training new team members.
- Escalate unresolved technical issues to Tier 3 (IT Engineer) support when necessary.
- Work with vendors and internal stakeholders to develop and maintain IT training content.
- Assist with the onboarding and offboarding process, including provisioning and deprovisioning user accounts.
- Maintain and update IT documentation, knowledge base articles, and troubleshooting guides.
- Identify recurring IT issues and recommend solutions to improve system efficiency.
- Maintain a high level of customer service while working in a fast-paced IT environment.
- Perform other duties as assigned.
Who you are:
- Minimum 6 months of helpdesk or IT support experience required.
- Strong customer support skills and ability to communicate technical concepts clearly.
- Experience troubleshooting Windows OS, Microsoft 365 applications, and network connectivity issues.
- Strong problem-solving ability and attention to detail.
- Ability to multitask and prioritize issues effectively.
- Knowledge of IT security best practices, including user account management and endpoint protection.
- High level of professionalism and ability to maintain confidentiality.
- Able to lift at least 50 pounds for IT hardware deployment.
Why you’ll love working at Lower:
- You’ll be surrounded by talented, dedicated people who believe in the company’s mission.
- You’ll be able to shape the future of Lower’s user experience.
- You’ll join a locally and nationally recognized best place to work that values promotion from within.
- There is opportunity for professional growth and development.
Plus:
- Competitive compensation plan
- Extended benefit offerings including: Medical/dental/vision
- Paid holidays
- Paid time off
- Parental leave
- Life insurance
- Short- and long-term disability
- 401K with company match
- Discount on home mortgage refinances or purchase
Job Type: Full-timeWork Location: on-site, Columbus, OH
Pay
: $25- $32 HourlyLower provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Privacy Policy
