Support Engineer

• Analyze, troubleshoot, maintain, and repair ScriptPro systems, hardware, and computer peripherals
• Maintain, upgrade, or replace software systems and provide hardware support
• Support and maintain user account information including rights, security, and systems groups
• Maintain progressive knowledge of ScriptPro systems
• Perform other duties as assigned

Technical Support Analyst

• assist in servicing CMBS loans
• identifying and contacting authorized party to complete Borrower Admin registration for CRE Insight access
• processing borrower requests via phone, email, and CRE Insight portal
• researching and processing incoming and aged funds
• monitoring delinquencies and performing collection activities
• reviewing and processing borrower requested late charge waivers
• completing address changes, audit confirmations, and rate caps reviews
• communicating and collaborating with Functional Departments to aid borrowers with any potential questions or issues that may arise
• analyze and interpret complex loan agreements to accurately apply loan terms in loan servicing activities
• maintain accurate and up-to-date loan servicing records in the servicing system

Senior Loan Support Analyst – Commercial Mortgage Backed Securities (CMBS) Servicing

• Applies specialty product knowledge to the day-to-day servicing of a portfolio of commercial real estate loans
• Supports the day-to-day servicing of a portfolio of commercial real estate loans, ensuring compliance with loan document, accurate processing of transactions and timely reporting to stakeholders
• Analyzes and interprets complex loan agreements to accurately apply loan terms in loan servicing activities
• Resolves non-compliant issues through written and verbal communication with both internal and external parties
• Reviews and processes loan payments, escrows and reserve account disbursements
• Assists in the preparation of periodic reporting including investor, internal and regulatory reports
• Performs covenant compliance testing
• Maintains accurate and up-to-date loan servicing records in the servicing system
• Supports the onboarding of new loans and the transition of paid-off or transferred loans
• Supports tax and insurance administration
• Performs collection activities on delinquent accounts
• Reviews reports to identify exceptions, ensure quality and contribute to risk mitigation efforts
• Serves as a subject matter resource and may provide specialty product training

Senior Loan Support Analyst – Agency and GSE Servicing

• Analyzing, troubleshooting, maintaining, and repairing ScriptPro systems, hardware, and computer peripherals
• Maintaining, upgrading, or replacing software systems and providing hardware support
• Supporting and maintaining user account information including rights, security, and systems groups
• Maintaining progressive knowledge of ScriptPro systems
• Performing other duties as assigned

Technical Support Analyst – Bilingual, French

• Support Technicians provide front-line technical support to end users, troubleshoot server and network systems, and dispatch to on-site clients to troubleshoot and remediate issues
• This position performs repairs to software or peripheral equipment configurations, following design or installation specifications
• Support Technicians escalating issues to senior staff members
• The Support Technician will interact with users, including C-Level or Executive client contacts, so professional verbal and written communication skills are a must
• Occasional training of end users and new team members is required
• Strong decision-making, problem-solving, multi-tasking, and planning skills are utilized to provide excellent customer service in a fast-paced environment
• Support Technicians work both as a team and as individual contributors, serving as advanced problem solvers with creative solutions that focus on long-term stability
• Attention to detail is required to complete tickets in accordance with company standards
• The desire to learn and the ability to absorb new skills and information are key to this position

IT Support Technician

• Apply specialty product knowledge to the day-to-day servicing of a portfolio of commercial real estate loans
• Ensure compliance with loan documents
• Accurately process transactions and timely reporting to stakeholders
• Analyze and interpret complex loan agreements
• Perform covenant compliance testing
• Maintain accurate and up-to-date loan servicing records
• Support onboarding of new loans
• Contribute to risk mitigation efforts

Senior Loan Support Analyst – Covenant Administration

• ***Are you the one we’re looking for?***
• Diverse Computing, Inc. is looking for a highly motivated Product Support Analyst to join our close-knit product team. We are looking for someone with a strong drive towards customer service, the ability to work collaboratively across multiple teams, and an interest in learning the ins and outs of working in product development. In this role, you'll have the opportunity to work directly with our customers and our team to support DCI projects and products.
• This role requires the ability to understand our complex products and our users’ needs, as well as leading by example through attention to detail, critical thinking, and creative problem solving. We believe our product team should be one step ahead, proactively knowing the right questions to ask and acting in the best interest of our clients as well as our product teams’ success.****
• ***Get to know us a little.***
• At Diverse Computing, we are passionate about making a difference. Our mission: Deliver innovative solutions that improve the effectiveness and security of the public safety community. In other words, we create software that has a higher purpose than simply making a profit. Imagine working for a company where you can take ownership of your projects, be an integral part of team-oriented innovation, and play a pivotal role with software that is designed to improve public safety. At Diverse Computing, these aren't just catch phrases... they are part of our everyday reality, and yes, we're proud of it!

Product Support Analyst – Software

• servicing a complex commercial real estate portfolio with active cash management activities
• ensuring compliance with related servicing agreements, loan documents, policies and procedures and applicable regulations
• analyzing and interpreting complex loan agreements to accurately apply loan terms in loan servicing activities
• maintaining accurate and up-to-date loan servicing records in the servicing system
• resolving non-compliant issues through communication with internal and external parties
• reviewing reports to identify exceptions and contribute to risk mitigation efforts

Senior Loan Support Analyst – Complex Loan Administration

• Supports the day-to-day servicing of a portfolio of commercial real estate loans
• Ensuring compliance with loan document
• Accurate processing of transactions and timely reporting to stakeholders
• Analyzing and interpreting complex loan agreements
• Resolves non-compliant issues through written and verbal communication
• May review and process loan payments, escrows and reserve account disbursements
• May assist in the preparation of periodic reporting
• Must maintain accurate and up-to-date loan servicing records in the servicing system
• May support the onboarding of new loans and the transition of paid-off or transferred loans
• May perform collection activities on delinquent accounts

Loan Support Analyst – CMBS Servicing

• Follow and respond to Triage team issue and request assignment and escalation closely within Service Level Agreements (SLA)
• Engage with Lightedge customers on the phone, in person, virtual meetings, and through the customer portal and ServiceNow to resolve issues and requests
• Install hardware upgrades and parts replacements into existing equipment
• Support complex customer environments utilizing a variety of IT Cloud infrastructure platforms and technologies
• Perform Network, Operating System, SAN Storage, Backup, Firewall, DNS, Hardware, Server, and Virtual Machine support and management tasks for Lightedge managed customers and internal systems
• Create and update internal documentation of procedures, solutions to common problems, and customer-facing support materials
• Maintain Data Center facility access for Lightedge employees and customers following the defined processes
• Accurately and professionally document all communication with customers as initial response, regular updates, and resolution notes within SLAs
• Escalate to other teams per procedure following and maintaining SLAs
• Partner with the Lightedge Training department in recommending additions or modifications to existing technician and engineer training programs
• Expand and maintain technical knowledge needed to support rapidly changing technical needs of customers. Continue as a lifelong learner through multiple training opportunities
• Provide after-hours support as part of an operations on-call rotation to maintain high availability of services

Support Technician

• Act as the primary point of contact for our external facing teams.
• Investigate "stuck" orders or inventory sync issues.
• Learn to perform "Customer Change Requests" (CCRs).
• Translate customer frustrations into clear reports for engineers.
• Participate in the Weekly Operational Health Sync.

Technical Support Liaison

• Work under supervision to develop solutions based on requirements using AWG standards.
• Deliver high-quality code for assigned tasks on time and on budget.
• Assist in building reusable assets and materials that enable the AWG community.
• Collaborate with other team members on various technical solutions to ensure high-quality delivery.
• Partner with other developers and support engineers to understand system dependencies and integrations.
• Proactively seek to understand how changes fit into the overall scope and participate in a continuous improvement mentality.
• Learn to troubleshoot and develop solutions for problems while participating in an on-call rotation.
• Learn to provide accurate estimates for project tasks.

Application Support Developer – Retail Solutions

• Configure, maintain, and advance systems used in financial aid to support student service, daily operations and processing
• Review, test, and troubleshoot product updates and annual releases
• Drive excellence in service through ongoing department support and calibration
• Participate in important initiatives to collaborate with partners to design and improve all financial aid practices
• Challenge thinking and processes to drive, deliver, and facilitate system initiatives and solutions
• Develop an understanding of the interdependencies and sharing of data within system integrations
• Complete daily support functions connected to the student aid experience
• Perform and monitor financial aid batch processes within the Student Information System
• Provide direct, open, and honest feedback to promote engagement, collaboration, and communication to achieve success
• Other related duties to support Student Financial Services and University goals

Systems and Support Analyst, Financial Aid

• Troubleshoot and resolve complex production incidents and application issues independently to ensure maximum system stability and performance.
• Serve as the functional lead and primary technical contact for high-priority support issues within the Retail domain.
• Deliver high-quality technical fixes and maintenance enhancements, on time and on budget.
• Provide accurate estimates for maintenance tasks, bug fixes, and support tickets.
• Build reusable support documentation, knowledge base articles, and materials that enable the AWG community to self-serve.
• Collaborate with customers to understand recurring pain points and desired outcomes to improve the existing user experience and optimize existing code.
• Follow defined protocols to manage vendor relationships and the technology lifecycle for existing Retail systems.
• Participate in a continuous improvement culture, identifying opportunities to proactively optimize existing code and processes and providing/receiving constructive feedback.
• Review peer changes for quality, focusing specifically on safe deployment and verification plans to prevent regressions.

Applications Support Engineer – Retail Applications

• Actively participate in the Software Development Life Cycle (SDLC) across requirements gathering, analysis, testing, and release activities for medium to highly complex initiatives
• Elicit, analyze, and document business and technical requirements, translating stakeholder needs into clear, actionable specifications for development teams
• Develop and maintain a deep understanding of business processes, systems, and how technical solutions enable internal and external stakeholders
• Apply strong critical thinking and problem-solving skills to evaluate options, assess tradeoffs, and recommend well-reasoned solutions
• Analyze the organizational, system, and process impacts of proposed solutions, identifying risks, dependencies, and downstream effects
• Identify change impacts associated with proposed solutions and support effective adoption by proactively surfacing risks and considerations
• Coordinate and support system testing and user acceptance testing (UAT), validating that delivered solutions meet defined requirements and quality standards prior to release
• Build and maintain strong working relationships with stakeholders through clear communication, expectation setting, and ongoing collaboration
• Create and maintain technical documentation, process flows, and reference materials to support implementation, troubleshooting, and future enhancements
• Serve as a subject matter expert for supported systems and domains, providing guidance and informal mentorship to peers as needed

Senior Technical Analyst

• Provide technical support to a mix of technical and non-technical customers
• Diagnose, troubleshoot, repair and debug complex software and/or networked systems
• Create, resolve, and maintain tickets, while escalating tickets to other teams as necessary
• Inform management of important issues regarding personnel, performance, customer perception, and project statuses
• Maintain accurate records of all activities and interactions in Salesforce

Technical Support Specialist – Weekday Overnight

• Respond to and resolve hardware, software, and network-related issues via phone, email, remote tools, or in person.
• Provide Tier 1 and Tier 2 support for desktop systems, mobile devices, and business applications.
• Install, configure, and maintain desktops, laptops, printers, and other peripheral devices.
• Contributes to special projects focused on end-user support.
• Support and troubleshoot mobile platforms, including Android and iOS, for email setup, MDM enrollment, and app troubleshooting.
• Assist with basic network infrastructure support: unmanaged/managed switches, access points, patch panels, VPN firewalls.
• Document issues, resolutions, and procedures in the ticketing system using clear, concise, and professional writing.
• Conduct user onboarding and offboarding, including the setup of accounts and equipment.
• Ensure compliance with security policies and operational procedures.
• Escalate unresolved or complex issues to senior IT staff or specialized teams.

Desktop Support Analyst

• Serve as primary escalation point for day-to-day operational issues across the IT Service Desk and Vendor Platform Operations teams, triaging incidents, coordinating cross-team response, and making resolution decisions before escalating to management.
• Leverage AI tools (Microsoft Copilot, Copilot Studio agents) for ticket triage assistance, meeting summarization, vendor communication drafting, metrics trend analysis, knowledge base query resolution, and incident status generation.
• Own and maintain operational dashboards (Power BI) — MTTR, SLA compliance, ticket volume trends, first-contact resolution, sprint velocity, backlog health, vendor performance — presenting insights and recommendations to leadership.
• Manage internal and vendor tickets including escalations across enterprise healthcare and business platforms.
• Perform research and root cause analysis to gain historical knowledge, identify recurring incident patterns, and provide data-driven recommendations for resolution and prevention.
• Maintain point-of-contact lists and escalation procedures for internal teams and all platform-related vendors.
• Oversee IT Service Desk queue operations — ticket triage, SLA adherence, employee onboarding/offboarding provisioning workflows, PC refresh lifecycle, endpoint management, and access request fulfillment.
• Own and maintain the enterprise IT asset inventory in the CMDB/asset management system — ensuring hardware, software, and licensing records are accurate, current, and audit-ready.
• Manage the software and service renewal lifecycle — collecting vendor quotes, coordinating with Vendor Services for contract review, submitting requisitions through the procurement system, and ensuring renewals are completed before expiration.
• Track software license utilization and compliance — identifying unused licenses for reclamation, flagging upcoming expirations, and providing cost optimization recommendations to leadership.
• Coordinate the annual PC refresh program — maintaining the refresh schedule based on endpoint lifecycle policy, tracking inventory in the asset management system, managing work items for deployment, and ensuring timely hardware procurement.
• Coordinate release and deployment activities across progressive environments (DEV/SIT/PROD), managing timelines with vendors and internal stakeholders.
• Identify and report release-related issues; lead post-implementation root cause analysis, remediation coordination, and preventable-procedure development.
• Assist with data analysis of new platform codes and coordinate with business areas for additional input on implementation activities.
• Drive cross-training initiatives across service desk and platform operations to build team resilience and shared operational knowledge.
• Create and deliver presentation content for enterprise-level operational reviews, leadership updates, and vendor quarterly business reviews — using AI to draft and accelerate preparation.
• Maintain positive relationships with internal customers, vendors, and partner teams.

Technical Analyst

• Provide technical assistance and support for incoming calls, email, and internal messaging inquiries in a timely manner
• Train customers in the use of our process, systems, and software
• Actively listen to clients to understand issues and concerns
• Make recommendations to improve the performance and quality of our software
• Walk customers through problem-solving process.
• Ask questions to determine nature of problem.
• Install, modify, and repair computer hardware and proprietary POS software.
• Support of all our internal and customer facing websites and applications
• Assist various departments with their questions and concerns; especially with those related to the installation, maintenance and training of proprietary software and equipment.
• Support of multiple service platforms
• Successful and timely completion of all daily work-tasks as assigned
• Provide corrective action to prevent callbacks
• Use of remote desktop software to resolve customer issues
• Track detailed information on client issues and resolutions
• Build rapport with customers and maintain positive and professional relationships
• Exhibit professionalism and superior phone etiquette, answering all customers with a focus on quality of message with cheerful demeanor.
• Perform store escalations to management and other internal teams in order to provide quick resolution
• Additional responsibilities as required to meet business needs

Bilingual Spanish Client Support Technician

• Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
• Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
• Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
• Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
• Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
• Participate in occasional after hours technical support, as required.
• Perform system imaging, device configuration, equipment replacements, and workstation setup.
• Assist with IT projects as assigned, including hardware refreshes or software deployments.
• Help maintain accurate IT equipment inventory, including tracking and documentation.
• Accurately document incidents, resolutions, and follow up actions in the ticketing system.
• Assist in maintaining and improving Aspire’s IT support procedures and documentation.
• Follow established IT policies, standards, and best practices at all times.
• Maintain a high level of professionalism and deliver excellent customer service in all interactions.
• Build and maintain positive relationships with end users and IT team members.
• Work both independently and collaboratively to address on site and remote support needs effectively.

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