Support Desk Specialist

Assists customers in solving operating problems and systems-related malfunctions with all company operations and automated systems. Act as a liaison in the development and maintenance of system and procedures. Serve as a liaison with outside vendors and external customers that use our systems. Develop or assist in the preparation of user needs and requirements.

Responsibilities/Task

• Direct system support relative to the activities related to the Support Desk.
• Responsible for first level support for client operating systems and application software
• Review changes to existing procedures for Support Desk Manuals, audit all procedures.
• Maintain liaison with all divisions within organization to keep abreast of their needs and concerns. Determine service level agreements with all divisions and assign work to ensure that service level is met.
• Represent the department on task forces and cross-functional teams that impact the Support Desk. Work with Education and Training to determine any weakness in user training and/or in systems
• Develop and maintain the Support Desk procedures and Knowledge base. Analyze the problems logs to determine need for new procedures or the need to modify existing. Review test results to ensure systems meet requirements.
• Ability to interact with others in a professional manner

Systems Maintenance, Customer Support/Service, Resolve Customer Issues, Systems Administration/Management, 1st Level Support, Operating Systems, Support Documentation, Service Level Agreement (SLA), Cross-Functional, Testing, Associate’’s or Bachelor’’s Degree in Business Administration, Insurance, or Data Processing is preferred; equivalent (3-5 years) of related business experience.

Experience

3-5 years experience in a support center or customer service oriented environment.

Skills/Knowledge/Abilities Required

• PC proficiency and technical aptitude with excellent analytical skills. A minimum of a MCP certification (Microsoft Certified Processional) is required, MCSE and A+ Certification preferred
• Thorough knowledge of company business software and Support Desk software.
• Excellent organizational skills; ability to work in a team environment; self motivated and goal oriented.
• Sit, stand, walk/ambulatory
• Ability to lift 10 pounds

“Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $47,190 and $79,200.”

We are an Equal Opportunity Employer. We will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an “at will” basis. Nothing herein is intended to create a contract.