Plaza Home Mortgage has a job for you.


Job Details

Information Technology

IT Support Analyst  San Diego, CA  Posted: 9/2/2019
Job Description

Job ID#:


Job Category:

Information Technology

Position Type:



Plaza Home Mortgage, Inc., a national wholesale mortgage company headquartered in San Diego, California, has a full-time opportunity for an IT Support Analyst in San Diego, California  with our Corporate Office.

Founded in 2000, Plaza Home Mortgage, Inc. is a privately owned, full-service national lender, offering Wholesale, Correspondent, Renovation and Reverse residential mortgages. Headquartered in San Diego, California, Plaza maintains a network of Operations Centers and employs mortgage associates nationwide. Plaza is dedicated to building quality, long-term relationships with its mortgage broker and correspondent clients by offering comprehensive programs and exceptional customer experience.

Our ideal candidate should be hardworking and maintain high levels of professionalism and ethics.


The IT Support Analyst is responsible for the active directory, assisting with the company’s transition from Pointivity to a new service provider, creating SOPs and training internal and external customers on the new service system and active directory.
Must comply with all BSA/AML requirements as well as any mandatory changes. The following job functions are not all-inclusive. The associate will be required to perform other job-related tasks/responsibilities requested by the manager.  Job duties may change as required by needs of company.  Must complete all required industry and compliance training as required by Plaza Home Mortgage.
  1. Trains internal and external customers on plaza’s new service provider as the company transitions away from Pointivity.
  2. Creates SOPs for new service system and active directory.
  3. Works with training department to create training courses on new system.
  4. Responsible for the active directory.
  5. Help review and make decisions on new systems to be added to the Plaza environment
  6. Maintain and update existing and new systems in the Plaza environment.
  7. Responsible for the maintenance and functionality of Plaza’s systems.
  8. Create new documentation and processes as needed to help refine, optimize, and/or establish system and network functions and processes.
  9. Troubleshoot network and system issues.
  10. Answers the helpdesk phones and emails and monitors system status.
  11. Helps remote users connect to the Plaza system from their remote location.
  12. Answers Tech Support calls and emails regarding the active directory and new service provider. Provides direction to users within most systems.
  13. Assists users with errors when trying to access a program.
  14. Answers questions about how to best perform specific tasks within the system.
  15. Assists external customers with using our systems.
  16. Sets up/remove user logins. All Plaza applications are set up by IT. 
  17. Provides technical services and support for branch moves and setups. Orders T1 lines and phone lines for branch connectivity. Installs network equipment and ensures it is working properly.
  18. Maintains and configures ShoreTel phone system. Sets up users’ phones and extensions.

Job Requirements:

  • High school degree or equivalent required
  • Experience with the active directory
  • Experience using ServiceNow is required
  • Experience creating SOPs on new systems and providing training to internal and external customers
  • Able to troubleshoot system and network issues
  • Ability to articulate IT systems and solutions  to internal and external clients not familiar with information technology language and processes.
  • Problem-solving skills
  • Excellent written, verbal, and interpersonal communication skills essential
  • Strong attention to detail
  • Capability of managing time and prioritizing work in fast-paced environment
  • Proven aptitude to work in both a team and individual environment
  • Initiative
  • Quality Work
  • Client Focus
  • Team Work
  • Analytical Thinking
  • Time Management
Plaza offers a great work environment. Plaza is an EEOC employer and follows all federal, state, and local laws relating to fair employment.
Plaza Home Mortgage, Inc. is committed to preventing, stopping and remedying all forms of discrimination that occur in its workplace. Managers are accountable for keeping Plaza’s workplace free from discrimination and ensuring that Plaza provides equal employment opportunity for all in the workforce and for those seeking to become members of Plaza’s workforce.
Plaza’s employees are protected by laws designed to protect employees from discrimination on the bases of race, religion, color, sex, pregnancy, gender identity, sexual orientation, parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or any other non-merit based 


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