Support Desk Specialist
About The Position
The Support Desk Specialist assists customers with operating problems and system-related malfunctions across company operations and automated systems. The role acts as a liaison in developing and maintaining systems and procedures, works with outside vendors and external customers who use the company’s systems, and develops or assists with preparing user needs and requirements. The specialist provides first-level support for client operating systems and application software, maintains Support Desk procedures and the knowledge base, and coordinates with internal divisions to understand their needs and meet service-level agreements. The role also contributes to cross-functional initiatives and collaborates with Education and Training to identify weaknesses in user training or systems.
Requirements
- Three to five years of experience in a support center or customer-service-oriented environment.
- A minimum of an MCP certification is required.
- PC proficiency and technical aptitude, with excellent analytical skills.
- Thorough knowledge of company business software and Support Desk software.
- Excellent organizational skills.
- Ability to work in a team environment.
- Self-motivated and goal-oriented.
- Ability to sit, stand, and walk or otherwise be ambulatory.
- Ability to lift 10 pounds.
Nice To Haves
- Associate's or bachelor's degree in Business Administration, Insurance, or Data Processing; equivalent related business experience of three to five years is also noted.
- MCSE certification.
- A+ certification.
Responsibilities
- Provide direct system support for activities related to the Support Desk.
- Provide first-level support for client operating systems and application software.
- Review changes to existing Support Desk Manual procedures and audit all procedures.
- Maintain liaison with all organizational divisions to understand their needs and concerns.
- Determine service-level agreements with divisions and assign work to ensure service levels are met.
- Represent the department on task forces and cross-functional teams that affect the Support Desk.
- Work with Education and Training to identify weaknesses in user training or systems.
- Develop and maintain Support Desk procedures and the knowledge base.
- Analyze problem logs to determine whether new procedures are needed or existing procedures should be modified.
- Review test results to ensure systems meet requirements.
- Interact with others in a professional manner.
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What This Job Offers
Job Type
Full-time
Education Level
Associate degree
