Full Description

About the Opportunity

The organization provides title insurance underwriting and trusted solutions to protect property ownership rights across the country. The IT Support & Quality Assurance Analyst role serves as a bridge between end-users and the development team, handling front-line technical support and executing quality assurance for software releases to resolve technical issues and improve the product ecosystem.

Responsibilities

• Serve as a primary point of contact for Level 2 and 3 technical support

• Diagnose, troubleshoot, and resolve complex technical issues, escalating as needed with detailed diagnostics

• Perform basic account management tasks, including creating user accounts, resetting passwords, and managing permissions

• Document all incidents and service requests accurately in the ticketing system and track through resolution

• Execute manual and automated test cases to identify bugs before deployment

• Perform regression, smoke, and exploratory testing

• Collaborate with QA and development teams to understand new features and user requirements

• Develop and maintain detailed test plans and manual test cases for new features and bug fixes

• Document and report software defects with clear, concise, and detailed reproduction steps

• Participate in stand-ups and sprint processes to ensure consistent, high-quality outcomes

• Conduct root cause analysis on recurring customer issues and propose improvements

• Create and update knowledge base articles, user guides, and runbooks for internal teams and end-users

• Analyze support trends and quality metrics to recommend process, product, and training improvements

Requirements

• Proven experience in help desk, IT support, or technical support roles

• Familiarity with software testing methodologies and the software development lifecycle

• Strong technical aptitude and troubleshooting skills across multiple operating systems and enterprise applications

• Ability to quickly learn new business processes, tools, and technologies

• Excellent written and verbal communication skills to translate technical concepts for non-technical users and document issues effectively

• Exceptional attention to detail and strong analytical skills

• Strong organizational and time management skills with the ability to manage multiple tasks simultaneously