Broker Systems Helpdesk

The Loan Store, Inc.; Tucson, Northern (AZ, KY); Hybrid; USD 52,000 - 66,000; Full time

Job summary

The Loan Store, Inc. is seeking a Broker Systems Helpdesk Specialist in Tucson, AZ to provide day-to-day technical and operational support for internal employees and brokers across company systems and platforms.

You will serve as the first point of contact for troubleshooting, access requests, and issue resolution to ensure a smooth user experience with broker-related applications. Responsibilities include handling tickets, onboarding new users, configuring permissions, testing new features, and

Qualifications

• 1–3 years of helpdesk, technical support, operations, or systems support experience preferred.
• Strong troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Ability to prioritize tasks and manage multiple requests simultaneously.
• Proficiency with Microsoft Office Suite and ticketing/helpdesk systems.
• Experience supporting CRM, broker management, or insurance-related systems is a plus.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Provide first-level support for broker systems, applications, and related technology tools.
• Respond to helpdesk tickets, emails, and user requests in a timely and professional manner.
• Troubleshoot system access, login issues, data discrepancies, and general technical problems.
• Escalate complex issues to appropriate internal teams or vendors when necessary.
• Maintain accurate documentation of support requests, resolutions, and system updates.
• Assist with user onboarding, account setup, permissions, and training.
• Support testing and rollout of new system features, enhancements, and updates.
• Monitor recurring issues and identify opportunities for process improvement.
• Collaborate with Operations, IT, Compliance, and Broker teams to ensure system functionality and user satisfaction.

Skills

Helpdesk experience

Troubleshooting

Communication

Task prioritization

Microsoft Office

Ticketing systems

CRM/broker systems

Data/documentation

Independent & collaborative work

Tools

Microsoft Office Suite

Ticketing/helpdesk systems

CRM/broker management platforms

Job description

The Broker Systems Helpdesk Specialist provides day-to-day technical and operational support for internal employees and brokers using company systems and platforms. This role serves as the first point of contact for troubleshooting system issues, answering user questions, managing access requests, and ensuring a smooth user experience across broker-related applications and tools.

Key Responsibilities:

• Provide first-level support for broker systems, applications, and related technology tools
• Respond to helpdesk tickets, emails, and user requests in a timely and professional manner
• Troubleshoot system access, login issues, data discrepancies, and general technical problems
• Escalate complex issues to appropriate internal teams or vendors when necessary
• Maintain accurate documentation of support requests, resolutions, and system updates
• Assist with user onboarding, account setup, permissions, and training
• Support testing and rollout of new system features, enhancements, and updates
• Monitor recurring issues and identify opportunities for process improvement
• Collaborate with Operations, IT, Compliance, and Broker teams to ensure system functionality and user satisfaction

Qualifications:

• 1–3 years of helpdesk, technical support, operations, or systems support experience preferred
• Strong troubleshooting and problem-solving skills
• Excellent written and verbal communication skills
• Ability to prioritize tasks and manage multiple requests simultaneously
• Proficiency with Microsoft Office Suite and ticketing/helpdesk systems
• Experience supporting CRM, broker management, or insurance-related systems is a plus
• Strong attention to detail and organizational skills
• Ability to work independently and collaboratively in a fast-paced environment

Preferred Skills:

• Experience with user account management and permissions
• Familiarity with Salesforce, AMS, CRM, or broker management platforms
• Basic understanding of system integrations and data workflows
• Customer-service mindset with a proactive approach to support

TLS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, gender, national origin, disability, sexual orientation or veteran status.