Systems Support Specialist I

As a level one System Support Specialist, you will be responsible for resolving incoming telephone requests and other service requests assigned within our ITSM System. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of a helpdesk support specialist.

• This role supports a flexible schedule that prioritizes in-office teamwork, with flexibility for remote work when appropriate.

Northmarq does not provide immigration sponsorship for this position. Candidates must possess unrestricted authorization to work in the U.S. for any employer, without the need for sponsorship now or in the future, to be considered for this position., * Using ITIL-based processes to streamline the ingestion, triage, categorization, action, and resolution for incoming incidents, requests, and demands.

• Analyzing, troubleshooting, designing, and implementing fixes with minimal escalation to system admin support team.
• Providing basic user training in support of off-the-shelf applications and office products.
• Performing remote system repair using remote tools.
• Follow up with customers, provide feedback and see problems through to resolution.
• Maintaining and updating records, knowledgebase articles, and tracking databases.
• Using best practices and knowledge of internal or external business issues to improve products or services.
• Meeting departmental performance KPIs, goals, objectives, and responsibilities.
• Demonstrating ownership in troubleshooting and resolving technical issues as well as identifying trends and root causes.
• Demonstrating knowledge and application of company policies and procedures while applying sound judgment within the scope of support of the Northmarq Capital LLC.
• Act as a subject matter expert for Salesforce related tickets .
• Properly escalate unresolved queries to the IT Service Desk Team Lead.
• Other duties and responsibilities as assigned.

Education: Associate degree or equivalent work experience.

Work Experience:

• 1 - 2 years’ experience in a desktop support environment preferred.
• Experience supporting Salesforce preferred.
• Basic experience in working with Office 365 including: Teams, Outlook, OneDrive, Groups preferred.
• Strong customer service background required.

Demonstrated Technical Competencies:

• Knowledge of Microsoft Windows operating systems.
• Knowledge of Microsoft Office Professional including Microsoft Teams.
• Demonstrated knowledge of TCP/IP and networking concepts.
• Proficient knowledge in remote support for all office hardware end devices.
• Responds to Salesforce-related tickets escalated from our user base.
• Able to support clients remotely using tools provided by Northmarq Capital LLC.

Demonstrated Professional Competencies:

• Strong communication skills with the ability to explain technical concepts to non-technical users.
• Ability to communicate effectively through video conferencing and telephone interfaces (Teams, Zoom, phone, etc.)
• Detail-oriented with demonstrated customer service and organizational skills.
• Proficient problem-solving skills and ability to work independently or as part of a team.
• Ability to follow through on tasks in a timely manner.
• Problem-solving skills to reflect level of responsibilities.
• Ability to maintain sensitive and confidential information.

Pulled from the full job description

• Paid parental leave
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, Northmarq offers a highly competitive benefits package including: medical, dental, vision, paid time off, 401K match and an annual discretionary contribution based on business performance, paid parental leave and adoption assistance, education assistance, volunteer paid time off, charitable contribution match and so much more!

Northmarq carefully considers multiple factors to determine compensation, including a candidate’s education, training, and experience. The salary range for the Systems Support Specialist position is $24.04 to $28.85 per hour. This range is a good faith estimate, and the actual compensation that is offered to a successful candidate will depend on the candidate’s skills, qualifications, and experience.