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Help Desk Specialist Ii

2 months ago

Columbia, United States Columbia Association Full time

Columbia Association, headquartered in Howard County, Maryland, is known for engaging our diverse community, cultivating a unique sense of place, and enhancing the quality of life in Columbia, Maryland, all thanks to the efforts of our remarkable team members. If you share in our passion for teamwork and our vision, we want you to fast-forward your career with us at Columbia Association. WHY YOU SHOULD APPLY? CA offers a positive and fun work environment; competitive pay; and a generous benefits package, including health, dental, and vision coverage; 401(k) retirement saving plan with CA contributing 6% of the team member’s salary and more if eligible.

HELP DESK SPECIALIST II (HRIS)

**Summary**:
**Essential functions**:
Provide excellent customer support and address customer issues to resolve them in a timely and efficient manner.
Help Desk personnel shall have knowledge of help desk functions.

Mastery of service request/management systems utilized it to track and update helpdesk tickets.
Mastery of Active listening and soft skills.
Working with the HR & IT teams shall help compose and disseminate corporate-wide communications and end-user documentation. Maintain and update corporate-wide end-user documentation.
Knowledge base maintenance and document management skills.
Technical writing skills to support documenting processes, SOPs, and guidance documents.
**User Education skills**: Help users understand the features and functionalities of their systems. Provide tips and training snippets to prevent recurring issues and empower users through better use of technology.
**Escalation skills**: Recognize when an issue exceeds the scope or capability of Tier 1 support and escalate it to Tier 2 or Tier 3 support in accordance with the organization’s procedures.
**Continuous Learning appetite**: Keep up to datewith the latest technologies, solutions, and support practices to enhance troubleshooting skills and service delivery.
**Feedback and Improvement skills**: Participate in regular reviews of support processes and contribute to continuous improvement initiatives. Use feedback from resolved tickets to refine and update the knowledge base.

**Additional responsibilities**:
Proficiency in Microsoft 365 productivity tools (Teams, Word, Excel, PowerPoint, etc.).
Effectively assist asa technical resource with all general support andinfrastructure problems and projects.
Interact with team members in developing new service programs and in efficiently providing services offered.
Perform helpdesk duties including Call Center responsibilities & trouble ticket completion.

**Qualifications and skills**:
Experience providing technical customer support on the phone, online, and in person.
Possess knowledge and expertise inMicrosoft Products.
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 prioritizationof tasks, stakeholders, and time.
Experience using work management tools such as Smartsheet.
Experience in Human capital management (HCM)systems preferred.

**Education**:
A high school diploma plus5 years of experience or,
A high school diploma plus certifications, plus2-4 >years of experience or,
An associates degree plus2-4 >years of experience or,
A bachelor's degree in information systems orrelated field. Plus1-2 >years of experience

**Licenses, Certificates, etc.**:
Any CompTIA cert is a plus
ITIL 4 Foundation or higher will be required tocomplete within6 months of hire ifnot already attained
Must have a Maryland driver's license, a safe driving record, and pass
Completion of Columbia Associations ’defensivedriving course. (Required for field work)

**A list of desired but not required certificationsinclude**:
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).

**Physical demands**:
Ability to stand for extended periods oftime
Ability to bend, stoop, reach, and climb without any difficulty.
Ability to drive to various locations to deliver onsite support or training

Lifting up to 50 pounds

**Work environment**:
Ability to work in an office setting.
Position may require extended hours including evenings and weekends, travel to multiple worksites, andoccasional out-of-town travel.

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