Specialist I, Service Desk

About Us

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.

About the Role

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. You will create, triage, escalate, or complete requests and issues to support customers via telephone, email, and in-person interactions. This position reports to the Sr. Manager of Desktop Support.

Responsibilities

• Through remote and/or in-person techniques, provide end-user solutions, workarounds, or escalation processes as determined by case details or interaction with the end-user, while communicating with an “advocate of the customer” approach. This includes post-resolution follow-up to ensure satisfaction and understanding.
• Monitor the case management system for cases assigned to queues; triage and process based on urgency, priority, affected system, and number of affected users.
• Collaborate with other staff and leadership team members to facilitate resolutions as needed.
• Identify and escalate complex, unresolved issues to the next level of support.
• Perform account management functions, including unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.
• Access software updates, drivers, knowledge bases, and 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 the facilities manager regarding furniture installations and reconfigurations.
• Acquire certification(s) to self-dispatch parts and request technical support.
• Provide Help Desk phone support as needed.
• Perform other duties as assigned.

Requirements

• Good understanding of computer systems, mobile devices, and other tech products.
• 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, including 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 and technology such as IP addressing.
• Typically works in a call center or office environment (or remote/home office).
• Constant use of telephone systems, computers, and remote management software.
• Schedule may require shift work, including evenings, weekends, or on-call rotations.
• Working knowledge of a range of diagnostic utilities.

Skills

• 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.
• 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.

Qualifications

• High School Diploma required.
• Help Desk Institute (HDI) Desktop Support Center Analyst certification preferred but not required.
• A+ certification preferred but not required.