Help Desk Specialist

1 week ago

Beloit, United States State Collection Service Full time
Description

The Great State Team is seeking a Hybrid IT Help Desk Specialist to join our growing team This person would work onsite within our Beloit, WI office at least two days per week. As a Help Desk Specialist, you would be responsible for supporting end-users by answering the Help Desk line and administering the IT Help Desk ticket system - Manage Engine. This will involve the process of supporting user issues with all infrastructure components, e.g., hardware, software and peripheral equipment, and following up to ensure client satisfaction. This position reports directly to the Director of IT.

Schedule
  • Monday through Friday from 8:00am - 5:00pm and every other Saturday from 8:00am - 12:00pm.
Primary Duties and Responsibilities
  • Field Help Desk phone calls and emails from internal customers throughout State Collection Service (SCS)
  • Knowledge on Ticketing Tools ex.-Service Now, Jira, Manage Engine
  • Knowledge of remote assistant tools ex. G2A
  • Administer the IT Help Desk ticketing system by categorizing and assigning incoming issues
  • Fully document all steps and communication for each issue in the ticketing system
  • Assist in maintaining first level support for all infrastructure components
  • Install, configure and maintain desktop applications and operating systems
  • Troubleshoot desktop, laptop, printer, hardware, software and other peripheral device issues
  • Create user accounts according to documented procedures/checklists and manage access control based on company security policy
  • Install, configure and maintain desktops, laptops and peripherals according to documented procedures/checklist
  • Excellent inventory control understanding and administration
  • Backup IT Help Desk personnel when out of office
  • Update/maintain Help Desk Knowledge Base (document processes/procedures)
  • Always communicate to clients and internal customers in a professional manner
  • Attends meetings and training as required
  • Knowledge on Payment Keypads is preferred.
Additional Duties and Responsibilities
  • Excellent written and verbal skills to respond to requests
  • Travel to other SCS sites as required
  • The ability to meet specific deadlines
  • Excellent inventory control understanding and administration
  • Perform other duties as assigned
Qualifications, Skills and Experience
  • A minimum of two-year related experience in a user support/Help Desk role. Graduation from an accredited college or university with an AS or AA in Business or Computer Science or equitable experience preferred
  • 2+ years experience working with hardware and software
  • Knowledge of Credit, Collections or Financial industries desirable
  • Ability to work both independently and in team-based environments
  • Excellent customer service, end-user liaison skills
  • Proficient in Windows Active Directory, Intune, Office365, Windows and Linux operating systems, and Virtualization is highly desirable.
We Offer a Comprehensive Benefits Package
  • Competitive benefits include Health, Dental, Vision, Life and Disability Insurance, 401K w/employer match, and HSA/Flexible spending accounts
  • Paid time off starting at 90 days and annual profit sharing
  • 7 Paid Holidays - Thanksgiving, Christmas Day, Christmas Eve, New Year's Day, Memorial Day, Fourth of July, and Labor Day
  • Family Friendly Events
  • Wellness Programs/Gym Reimbursement
  • All necessary equipment and technical support provided

* Benefits eligibility is dependent upon FTE Status and Position

*All offers of employment are contingent upon successful completion of a criminal background check and references.

Your next great career move could be a click away. Apply now

State Collection Service is an Equal Opportunity Employer. All qualified applicants will be considered for employment regardless of age, race, color, creed, religion, sex, sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

By following the link to apply, you are acknowledging that we have permission to contact you via phone, text or email to communicate with you regarding this position.

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