Help Desk Technician

As our Help Desk Technician, you’ll be the first face our team sees when something breaks, slows down, or needs setting up. You’ll handle day-to-day support for internal users across our HQ and remote loan officer network, while also helping us keep a close eye on emerging security threats and putting AI tools to work in your daily workflow.

What You’ll Do Frontline Support

• Serve as the first point of contact for help desk requests via ticketing system, Slack, email, and walk-ups
• Set up workstations, accounts, and software for new hires; deactivate access for departures
• Troubleshoot Windows Workstations, Microsoft 365, printers, peripherals, and basic network connectivity
• Support video conferencing, conference room AV, and remote-access tools
• Assist with onboarding loan officers onto C2 systems (CRM, document tools, SSO)
• Help maintain hardware inventory and software license tracking
• AI-Assisted Operations
• Use AI tools (ChatGPT, Claude, Copilot, and others) daily to triage tickets, draft documentation, write scripts, and accelerate research
• Help build and refine prompt libraries and AI workflows the rest of IT can reuse
• Surface opportunities where AI can replace repetitive support tasks
• Stay current on new AI tools and bring back recommendations for the team

Security Monitoring & Awareness

• Track daily security news, advisories, and emerging threats relevant to mortgage and financial services (CISA bulletins, vendor advisories, phishing trends)
• Monitor alerts from endpoint protection, email security, and firewall systems; escalate anomalies
• Help run phishing simulations and basic security awareness check-ins with staff
• Assist with patch management, MFA enforcement, and access reviews
• Document incidents and contribute to our security runbook
• Knowledge & Escalation
• Document common issues and resolutions to build out our internal knowledge base
• Escalate complex issues to senior IT staff and shadow them on the resolution

Do you have experience in Ticketing system technical support?, * Working proficiency with Microsoft Windows 11 in a business environment

• Genuine interest in AI - you’ve been actively using tools like ChatGPT or Claude and can speak to how they’ve changed how you work
• Awareness of cybersecurity fundamentals - phishing, MFA, password hygiene, patch management - and curiosity about where the threat landscape is heading
• Comfort juggling multiple support requests and prioritizing under light pressure
• Patient, service-oriented communication style - you can explain things clearly to non-technical users
• Strong written communication for ticket documentation
• Reliable attendance and a willingness to be on-site
• Experience in financial technology (fintech), mortgage, banking, or a similarly regulated industry is a plus

Nice to Have We don’t expect you to know all of this, these are areas you’ll have a chance to grow into.

• Industry Experience
• Prior exposure to mortgage, lending, fintech, or banking environments
• Familiarity with loan origination systems, e-signature platforms, or document management tools
• Understanding of how regulated industries handle data privacy and audit trails
• Identity & Endpoint
• Microsoft Active Directory / Entra ID
• Microsoft Remote Desktop
• macOS support experience

Network & Security

• SonicWall firewalls or comparable network appliances
• Familiarity with SIEM tools, EDR platforms, or security dashboards
• Basic understanding of compliance frameworks (SOC 2, GDPR)
• Business Systems
• FileMaker Pro and FileMaker Server (we use FileMaker for loan submissions)
• HubSpot or other CRM administration

Cloud & Web Infrastructure

• AWS fundamentals: EC2, S3, Glacier, API Gateway
• LAMP stack basics: Linux, Apache, MySQL, PHP
• AI & Automation
• Experience writing effective prompts or building simple AI workflows
• Familiarity with automation platforms like Power Automate, n8n, Zapier, or Make
• Light scripting (Python, PowerShell, or Bash) even AI-assisted

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Gym membership
• Life insurance
• Paid holidays, * Paid Time Off and Paid Holidays
• Bonus Opportunities
• Medical, Dental, Vision, and Life Insurance
• Fitness Reimbursement
• Weekly Company Lunches & Breakfasts
• Company Sponsored Events

C2 Financial is one of the nation’s top-ranked mortgage brokerages, with a 30-year track record of giving independent loan officers the tools, technology, and support they need to win. We’re investing heavily in AI, automation, and modern security practices, and we’re looking for someone early in their career who wants to grow alongside that work.