Service Desk Specialist
About The Position
It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. Public Partnerships LLC supports individuals with disabilities or chronic illnesses and aging adults, to remain in their homes and communities and “self” direct their own long-term home care. Our role as the nation’s largest and most experienced Financial Management Service provider is to assist those eligible Medicaid recipients to choose and pay for their own support workers and services within their state-approved personalized budget. We are appointed by states and managed healthcare organizations to better serve more of their residents and members requiring long-term care and ensure the efficient use of taxpayer funded services. Our culture attracts and rewards people who are results-oriented and strive to exceed customer expectations. We desire motivated candidates who are excited to join our fast-paced, entrepreneurial environment, and who want to make a difference in helping transform the lives of the consumers we serve. (learn more at www.pplfirst.com). Job Summary: The IT Support Specialist is responsible for delivering high-quality technical support and customer service to end users across the organization. This role manages incoming support requests through multiple intake channels, ensuring accurate documentation, timely resolution, and effective communication throughout the incident lifecycle. The specialist performs hands-on troubleshooting of hardware, software, and system issues, including installations, upgrades, and configurations, while maintaining system performance through preventative maintenance. Additionally, this role leverages knowledge bases and technical resources to resolve issues, identifies trends to proactively prevent recurring problems, and escalates critical incidents as needed. The position requires participation in an after-hours on-call rotation and a commitment to continuous improvement and operational excellence.
Requirements
- Strong written and oral communication skills.
- Interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Strong documentation skills.
- Ability to absorb and retain information quickly.
- Experience supporting VOIP telecom devices.
- Basic knowledge of switches and network devices.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Analytical and problem-solving abilities.
- Ability to prioritize and execute tasks in a high-pressure environment.
- Education: HS Diploma or equivalent required
- Experience: Relevant Work Experience required
Nice To Haves
- Certification: Relevant Certification is a plus
Responsibilities
- Delivers high-quality customer service by managing incoming support requests, accurately documenting user information, and tracking incidents through full resolution in the ticketing system.
- Ensures thorough recordkeeping of all actions, decisions, and outcomes while escalating critical issues appropriately to maintain service continuity.
- Diagnoses and resolves hardware and software issues, including installations, upgrades, configurations, and use of knowledge bases to support efficient problem resolution.
- Performs preventative maintenance and analyzes incident trends to proactively reduce recurring issues and improve overall system performance.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
