Specialist I, Service Desk

The Specialist I acts as the first point of contact for users experiencing technical issues, providing remote assistance via telephone to diagnose, troubleshoot, and resolve hardware, software, mobile devices, and network problems. The Specialist requests for assistance from various sources via telephone, email, and in person by creating, triaging, escalating or completing requests and issues to support customers. You will employ an advocate of the customer’s attitude to keep end users informed on the status of requests and issues. This position reports to the Sr. Manager of Desktop Support.

Roles & Responsibilities

• Through remote and/or in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the case details and/or interaction with the end-user while communicating with the end-user using an “advocate of the customer” approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end user’s satisfaction and understanding.

• Monitor case management system for cases assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users.

• Collaborates with other staff and leadership team members to facilitate a resolution as needed.

• Identify and escalate complex, unresolved issues to next level support.

• Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.

• Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues.

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications.

• Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues.

• Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer cases to meet critical deadlines.

• Deploy and dispose of computer equipment per organizational standards and guidelines.

• Maintain inventory of hardware and software in the Asset Management system.

• Interact with and support facilities manager regarding furniture installations and reconfigurations.

• Acquire the certification(s) to self-dispatch parts and request technical support.

• Help Desk Phone support as needed.

• Other duties as assigned.

• Good understanding of computer systems, mobile devices and other tech products; including, but not limited to:

• Experience with desktop and Active Directory.

• Extensive application support experience with Microsoft Office.

• Understanding of VPN technologies for remote user support.

• Understanding of A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software.

• Understanding of wiring closets, patch panels and experience with testing and terminating network cabling.

• Understanding of basic network terminology & technology such as IP addressing.

• Typically, in a call center or office environment (or remote/home office).

• Constant use of telephone systems, computers, and remote management software.

• Schedule will require shift work, including evenings, weekends, or on-call rotations.

• Working knowledge of a range of diagnostic utilities.

• Clear, patient, and professional verbal communication skills to guide users.

• Good written oral communication and interpersonal skills, with a focus on rapport building, listening and questioning skills.

• Strong documentation skills.

• Ability to work independently as well as part of a collaborative team.

• Ability to analyze and problem solve.

• Ability to conduct independent investigation for case analysis and resolution.

• Ability to effectively prioritize and execute tasks in a high-pressure environment.

• Exceptional customer service orientation.

• Ability to deliver results with minimal oversight.

• Ability to understand, comply with, and apply all privacy and security policies and guidelines.

Educational Requirements

• High School Diploma required

• Help Desk Institute (HDI) Desktop Support Center Analyst, preferred but not required

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!