Technical Support Specialist

14 hours ago

Tulsa, Oklahoma, United States Workrise Full time

Job Summary:

We are seeking a highly skilled Technical Help Desk Specialist to join our team at Workrise. As a Technical Help Desk Specialist, you will be responsible for providing technical assistance to computer system users, answering questions, and resolving computer problems in a timely and professional manner.

Key Responsibilities:

  • Provide cross-functional support for the Service Desk, Desktop Support, Client Architecture, and Support services departments.
  • Assist with technology project plans and implementation of new technologies.
  • Deep analysis of trends in Consumer Services and deliver strategies to improve service delivery.
  • Serve as a shared resource for all areas of Consumer Services, filling in for support where demand is required.
  • Ability to adapt to change and communicate effectively and professionally with customers and other IT support individuals.
  • Assist in Consumer Services technology projects/implementation.
  • Deep process analysis of Incidents, Requests, IMACs (ServiceNow) and Reporting on delivery of services for all areas of consumer services.
  • Assist with knowledge management efforts and produce CSI opportunities.
  • Technical vendor management for 3rd party agreements.
  • Develop training plans and deliver training for new technology rollouts.
  • End-to-end process evaluation.
  • Active participation in regular staff meetings as coordinated by Service Delivery Manager.
  • Deliver trending and tactical strategic initiatives to resolve common issues.
  • Assist in Kiosk to resolve PC incidents/problems/IMACS and perform queue management on an as needed basis.
  • Comply with support standard processes and procedures.
  • Comply with Consumer Services organization and IT security policies.

Requirements:

  • 2-4 years of experience required.
  • Strong customer service skills.
  • Strong interpersonal and communication skills.
  • Strong analytical and problem-solving skills.
  • Strong prioritization skills.
  • Ability to adapt to changing technologies/environments and support them.
  • Knowledge of MS Office 2003/2007/2013, Business Intelligence, Windows OS, Active Directory, Mobile Device management, Citrix, Remote Assistance/Remote Desktop, ServiceNow, Dell/HP PCs, and Malware/Spyware troubleshooting tools.
  • A High school diploma or GED is required.
  • Demonstrates excellent organizational/interpersonal skills and safety as the utmost priority.
  • Needs advanced knowledge of Microsoft Office Application and PC skills.
  • Demonstrates excellent customer service skills.
  • Ability to answer inbound phone calls, email requests, and self-service requests.
  • Must provide a high level of customer care when responding to requests for assistance.
  • Takes ownership of issues through the resolution phase by providing timely feedback on progress to the end-user.
  • Assists in maintaining the current IT Knowledge Management System by documenting solutions to issues.
  • Performs multiple tasks while maintaining a high level of customer service.

Education/Experience:

  • Associate's degree in a computer-related field or equivalent training required.

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