Help Desk Support Specialist | Network Solutions
About The Position
The Help Desk Support Specialist provides remote technical support to Edward Jones branches, departments, and remote users. The role diagnoses, troubleshoots, and resolves technical issues while delivering an exceptional support experience. This remote position requires a professional workspace and high-speed internet access. The specialist supports branch video and phone systems, access across multiple platforms, and data connectivity for remote users. Support is primarily delivered by phone, using a structured knowledge base and established escalation protocols. The role also includes handling password resets, how-to questions, and general inquiries about supported systems, as well as documenting activities, system functions, and user interactions.
Requirements
- Associate’s degree from an accredited college, technical school, or university; two years of related experience; or an equivalent combination of education and experience totaling two years.
- Proficiency in relevant technologies and tools, with the ability to follow technical instructions.
- Excellent verbal and written communication skills across all organizational levels.
- Strong documentation and organizational skills.
- Maintain a professional remote workspace with high-speed internet access.
Nice To Haves
- Previous experience in a call center environment.
- Availability to work occasional weekends and holidays for support coverage.
Responsibilities
- Diagnose and resolve technical issues involving branch video and phone systems, access across multiple platforms, and data connectivity for remote users.
- Provide high-quality phone support and guide users through technical solutions using a structured knowledge base.
- Handle password resets, how-to questions, and general inquiries about supported systems.
- Identify, document, and analyze trends to support effective problem resolution and prevent recurrence.
- Assess and prioritize work based on severity, urgency, and impact.
- Follow escalation protocols so unresolved issues are addressed promptly.
- Maintain detailed and accurate records of daily activities, system functions, and user interactions.
- Assist with additional tasks as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
