Help Desk Specialist I

Foundation Finance Company, LLC • Rothschild, WI

1d

About The Position

The Help Desk Specialist I supports staff by resolving hardware and software issues, assisting end users and their devices, and providing technical assistance related to computer systems and IT equipment. The role includes troubleshooting technical issues, handling and documenting support requests, communicating with users, and coordinating maintenance and upgrades of computer hardware, software, and peripherals. The position works with other IT personnel on issues beyond its scope and is expected to deliver strong customer service while meeting department policies and service-level expectations.

Foundation Finance Company is a fast-growing consumer finance company that works with home improvement contractors across the United States to provide flexible, customer-focused financing. It has been Great Place to Work® certified since 2017. The position is described as being in an office environment with significant time spent sitting, typing, and talking on the telephone. Remote positions are limited to employees residing in the states listed in the job description; the posting does not specify whether this position is remote, hybrid, or onsite.

Requirements

• Associate degree in Computer Science, Information Technology, Business Technology, or a related field, or equivalent work experience.
• Knowledge of spreadsheet, word processing, and internet software.
• Strong typing skills.
• Strong attention to detail.
• Professional phone presence and excellent verbal and written communication skills.
• Ability to work under deadline stress, concentrate and perform accurately, take direction, work well with others, and react productively to change.

Nice To Haves

• A+ certification or a similar designation.

Responsibilities

• Troubleshoot complex technical issues and provide timely, effective solutions.
• Maintain the ticket queue by processing requests thoroughly and efficiently and documenting resolutions in tickets.
• Process calls, email, and other electronic communications according to department service-level agreements and policies.
• Create end-user training and operational documentation for desktop software, system software, and device hardware; assist and train associates on complicated issues.
• Respond to queries about IT equipment and applications, run diagnostic programs to isolate issues, and implement solutions.
• Follow up with staff to confirm incidents are resolved, requests are fulfilled, and customer communication is complete.
• Resolve technical problems involving Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Coordinate installation, repair, and upgrades of computer hardware, software, and peripherals for users.
• Perform preventative maintenance on end-user devices within scheduled periods.
• Maintain high standards of customer service in accordance with company policies and procedures and work collaboratively with team members and end users.
• Collaborate with internal IT personnel on issues outside the role's knowledge or expertise.
• Perform other duties as assigned by management.
• Come to work promptly and regularly, take direction, work well with others, meet deadlines, concentrate and perform accurately, and respond productively to change.

Benefits

• Day-one health benefits, including medical, dental, vision, and flexible spending options such as HSA or FSA accounts.
• 401(k) with company match enrollment on day one.
• Paid time off, sick time, and volunteer time off.
• Paid parental leave options.
• Employer-paid life and disability coverage.
• Wellbeing on Demand Program.
• Flexible work environment with a casual dress code.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree