Support Desk Specialist III

Role Overview

This role provides first-level support for all end-users via telephone, email, or chat. The specialist will troubleshoot and resolve issues related to hardware, software, and voice/data communication systems. This position involves writing concise, informative service tickets and pursuing all issues through to resolution.

Key Responsibilities

• Provide first-level support for end-users through various communication channels.
• Troubleshoot and resolve hardware, software, and voice/data communication system issues.
• Escalate calls to the appropriate teams when necessary.
• Write clear and informative service tickets for issue tracking.
• Follow up on all tickets in a timely manner to ensure resolution.
• Create technical support reports and documentation.

Required Qualifications

• Experience: 5 to 10 years of experience in a support desk role is required.
• Technical Skills: Candidates must have experience with ticketing systems and possess broad knowledge of popular operating systems, application software, desktop and laptop computers, printers, and networks. Proficiency with Total Solids is required.

Benefits

• Medical, dental, vision, life, disability, and other insurance plans
• ESPP (employee stock purchase program)
• 401K program with company match after 12 months of tenure
• HSA (Health Savings Account on the HDHP plan)
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program and other discounts
• On-demand training program
• Access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure
• Certification discounts and perks to associations that include CompTIA and IIBA
• Dedicated customer service team for Consultants to address benefits and resource questions
• Certified Career Coach