Service Desk II (Monaca)

SelectQuote, Inc. • Monaca, PA

4d

About The Position

The Service Desk II is a service-oriented technical support role providing hardware and software troubleshooting and support to SelectQuote associates working in the office and remotely. The role includes a supervised on-the-job training period covering internal telecom systems and common network and hardware troubleshooting issues.

Applicants must be able to work 7:00 a.m. to 4:00 p.m. during approximately the first 60 days of employment. After that period, they must be available to work a shift scheduled between 5:00 a.m. and 6:00 p.m. The position has no direct supervisory responsibilities. Work is performed indoors, with occasional travel to other office and operational sites possible.

Requirements

• At least 2 years of experience in a technology-oriented role; help desk or software support experience is preferred.
• At least 6 months of PC hardware troubleshooting experience.
• Critical thinking skills.
• Strong attention to detail.
• Ability to adapt quickly to new circumstances.
• Ability to gain knowledge and understanding of internal software.
• Ability to work well under pressure.
• Excellent oral and written communication skills.
• Strong interpersonal skills.
• Ability and willingness to work 7:00 a.m. to 4:00 p.m. during approximately the first 60 days, and thereafter to work a shift between 5:00 a.m. and 6:00 p.m.

Nice To Haves

• Bachelor’s degree preferred.
• Familiarity with call center environments preferred.
• Project Management Professional (PMP) certification is a plus.

Responsibilities

• Solve computer-related problems.
• Troubleshoot hardware and software issues for in-facility and remote associates.
• Resolve service desk tickets and update work logs in the ticketing system.
• Manage inventory and keep inventory records updated.
• Understand and troubleshoot custom CRMs and the VOIP environment.
• Assist in monitoring networked computer equipment.
• Support associate onboarding and equipment setup.
• Serve as an escalation contact for Service Desk Level I.
• Assist with building and configuring computer systems, including operating systems, security updates, and virus software.
• Train and mentor others.
• Maintain Active Directory objects.
• Manage reporting access.
• Support office audio/visual systems.
• Interact with third-party support providers.

Benefits

• Competitive medical, dental, and vision insurance.
• HSA/FSA.
• Voluntary hospital indemnity, critical illness, accident, and short-term disability insurance.
• Voluntary life insurance for employees, spouses, and dependents.
• Company-paid basic life insurance and long-term disability.
• Retirement plan with employer match contribution and profit share.
• Tuition reimbursement program.
• Company perks and discount program.
• Wellness and financial education resources.
• Employee Assistance Program.
• Incentive plans.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed