IT - IT HELP DESK SPECIALISTII

Columbia Association•Columbia, MD

13h•Onsite

About The Position

The IT Help Desk Specialist II will provide Member Management & CRM software support. The candidate will serve as a member of the support teams for CA’s Customer Relationship Management (CRM) software and the IT Service Desk. Tasks include first line response to CRM software issues, triaging tickets and routing to team members for appropriate resolution, supporting end users with technology issues, and more. The position requires excellent customer service. Troubleshooting and problem-solving skills with CRM software, desktops, laptops, printers, and other devices are a must. In addition, the candidate must be able to work independently, as part of a team, and be able to communicate effectively.

Requirements

1-5 years of experience in an IT support environment.
Degree from an accredited college or university in related fields, or equivalent years of specialized technical experience and/or technical training
Experience providing technical customer support on the phone, online, and in person.
Strong time management, and organizational skills, and attention to detail.
Possess knowledge and expertise in Microsoft Products - including Server and Desktops.
Must be able to work independently and as part of a team providing timely, high-quality services.
Must have a strong drive to provide excellent customer service with an awareness of prioritization of tasks, stakeholders, and time.
Must have a good driving record and pass Columbia Association’s defensive driving course.
Must have or be willing to obtain the ITIL Foundations certification within 6 months of starting this role.
Degree in information Systems or related field or equivalent years of specialized technical experience and/or technical training.
Must have a Maryland driver's license, a good driving record.
Pass Columbia Association’s defensive driving course.

Nice To Haves

Experience with Salesforce or another CRM tool is desirable but not essential.
Desired but not required certifications include: Microsoft Certified Desktop Support Technician (MCDST), Computer Technology Industry Association Certification (A+), CompTIA PC and Network Technician (A+ and Net+), Helpdesk Institute (Customer Service Representative Certification), Microsoft Technology Associate (MTA).

Responsibilities

Provide excellent customer support and address customer issues to resolve them in a timely and efficient manner.
Collaborate with team members and management to identify CRM improvement opportunities.
Provide training for CRM software when required.
Manage communication with CRM users including outages & system change control activities.
Troubleshoot and support to team members using our Customer Relationship Management (CRM) & IT Service Management (ITSM) ticketing systems.
Must be prepared to learn new technologies
Create, update, and maintain training materials, standard operating procedures, and process documents to implement improvements in the use of CRM software.
Understand both the Customer Relationship Management (CRM) system, integrations, and broader IT environment to ensure that the system works effectively and efficiently for end users.
Other duties as assigned.
Perform helpdesk duties including Call Center responsibilities & trouble ticket completion.
Troubleshoot any issues that may arise with CRM & other user-facing systems & productivity tools.
Act as backup communicating with the vendor/providers about any issues that may arise with the system as required.