IT Technician II

We are Lennar Lennar is one of the nation's leading homebuilders, dedicated to making an impact and creating an extraordinary experience for their Homeowners, Communities, and Associates by building quality homes and providing exceptional customer service, giving back to the communities in which we work and live in, and fostering a culture of opportunity and growth for our Associates throughout their career. Lennar has been recognized as a Fortune 500® company and consistently ranked among the top homebuilders in the United States. Position Summary: The IT Technician II provides software-specific application support, loan process guidance, and workflow assistance to end users. This role is responsible for researching and resolving complex user issues while delivering a consistently professional, responsive, and customer-focused experience for associates and managers across Lennar Mortgage, Lennar, and Lennar Title. Primary Duties and Responsibilities: Serve as a primary point of contact for end users requiring assistance with loan-level requests, application functionality, and workflow processes within Encompass and related systems. Provide timely, accurate, and professional support to associates, managers, executives, and subject matter experts across a diverse user base. Assist users with questions, concerns, and proper usage of Lennar application systems, ensuring issues are resolved or escalated appropriately. Maintain consistent and accurate documentation as new workflows, processes, and systems are implemented and communicated to associates. Act as a subject matter resource for application-related issues, including Encompass, BOSS, integrated in-house systems, and third-party applications. Review and understand Encompass release notes to support new enhancements, system changes, and associated business impacts. Support onboarding setup activities as needed, ensuring access and configuration requests are completed accurately. Record, document, and manage all support requests received by email or phone within the ServiceNow ticketing system. Manage multiple priorities and initiatives simultaneously while maintaining quality, accuracy, and responsiveness. Maintain current knowledge of existing and newly deployed applications, workflows, and support procedures. Identify recurring or trending issues and recommend process improvements to enhance efficiency, user experience, and service quality. Meet established service level agreements while providing complete, accurate, and well-documented resolutions. Participate in cross-functional training within the department and across IT to strengthen business and technical support capabilities. Complete assigned tasks satisfactorily, consistently, and within expected timeframes as directed by management. *Management reserves the right to modify the duties and responsibilities outlined in this position description at any time based on business needs. Education and Experience Requirements: Minimum of five years of experience in the mortgage industry. Experience working with Encompass loan origination system. Mortgage background with at least two years of experience applying technology solutions within a financial services organization. Ability to communicate effectively and professionally, both verbally and in writing, with personnel at all organizational levels. Strong organizational, prioritization, and leadership skills. Ability to work flexible hours, including evenings and weekends, as business needs require. Physical Requirements: This position requires the ability to operate a personal computer and perform general office-related physical activities, including bending, stooping, reaching, lifting, moving, and carrying materials and supplies weighing up to 35 pounds. Finger dexterity is required to operate a computer keyboard. Additional Requirements: Maintain a positive, professional attitude and work effectively under pressure. Demonstrate the ability to prioritize work effectively to meet project goals and business deadlines. Apply effective listening, critical thinking, and problem-solving skills with strong attention to detail. Work independently while also contributing effectively in a team-oriented environment. Demonstrate a strong work ethic, accountability, and commitment to service excellence. Understand and follow established work rules, procedures, company policies, and departmental guidelines. Accept and apply constructive feedback to support continuous improvement. This position description summarizes the primary responsibilities and requirements of the role. It is not intended to be a comprehensive listing of all duties, responsibilities, or qualifications associated with the position. Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Life at Lennar At Lennar, we are committed to fostering a supportive and enriching environment for our Associates, offering a comprehensive array of benefits designed to enhance their well-being and professional growth. Our Associates have access to robust health insurance plans, including Medical, Dental, and Vision coverage, ensuring their health needs are well taken care of. Our 401(k) Retirement Plan, complete with a $1 for $1 Company Match up to 5%, helps secure their financial future, while Paid Parental Leave and an Associate Assistance Plan provide essential support during life's critical moments. To further support our Associates, we provide an Education Assistance Program and up to $30,000 in Adoption Assistance, underscoring our commitment to their diverse needs and aspirations. From the moment of hire, they can enjoy up to three weeks of vacation annually, alongside generous Holiday, Sick Leave, and Personal Day policies. Additionally, we offer a New Hire Referral Bonus Program, significant Home Purchase Discounts, and unique opportunities such as the Everyone’s Included Day. At Lennar, we believe in investing in our Associates, empowering them to thrive both personally and professionally. Lennar Associates will have access to these benefits as outlined by Lennar’s policies and applicable plan terms. Visit Lennartotalrewards.com to view our suite of benefits. Join the fun and follow us on social media to see what's happening at our company, and don't forget to connect with us on Lennar: Overview | LinkedIn for the latest job opportunities. Lennar is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.