Service Desk II

About the role

The Service Desk II position is a highly service-oriented technical support role that is responsible for hardware and software troubleshooting and support for internal SelectQuote employees both in the office and remotely.

Essential Duties And Responsibilities

• Solves computer-related problems
• Troubleshoots hardware and software issues for in-facility and remote associates
• Resolves service desk tickets and updates work logs in the ticketing system
• Inventory management and updates
• Understands and troubleshoot custom CRMs and VOIP environment
• Aids in monitoring networked computer equipment
• Supports associate onboarding and equipment setup
• Escalation contact for Service Desk Level I
• Inventory management and updates
• Aid in building and configuring new computer systems including operating systems, security updates, and virus software
• Training and mentoring
• Managing reporting access
• Aid in supporting office audio/visual systems
• Interacts with 3rd-party support

Skills/Abilities

• Critical thinking
• Strong attention to detail
• Ability to quickly adapt to new circumstances as they arise
• Knowledge and understanding of internal software
• Works well under pressure
• Excellent oral and written communication skills
• Strong interpersonal skills

Education And Experience

• Bachelor’s degree preferred
• Minimum of 1 year experience in a technology-oriented role required
• Preferably in the following environments: Helpdesk and Software Support, 6 months of experience with PC hardware troubleshooting required
• Familiarity with call center environments preferred

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer