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Help Desk Support Specialist

2 months ago

Indianapolis, Indiana, United States Vergence Full time
Job Overview

Vergence is seeking a skilled Help Desk Support Specialist to join our team. As a key member of our technical support team, you will be responsible for providing top-notch support to our end-users.

Key Responsibilities
  • First and Second Tier Support: Provide timely and effective support to end-users for ancillary applications, ensuring minimal downtime and maximum productivity.
  • Ticket Management: Assign third-tier support tickets to the application third-tier team, ensuring seamless escalation and resolution.
  • Customer Service: Adopt a customer-centric approach, providing courteous and timely responses to end-user inquiries.
  • Problem-Solving: Identify, diagnose, and resolve user navigation issues in a timely and efficient manner.
  • Communication: Clearly explain issues and provide relevant information to users, ensuring they are informed and empowered to take action.
  • Process Improvement: Collaborate with the team to identify areas for process improvement, ensuring our support processes are efficient and effective.
  • Access Management: Create, modify, and reset user IDs, as well as process requests for Active Directory, Azure, License Suspension, Cognos, and Panoptic IDs.
  • Reporting: Process Worker Status and Profile reports, as well as Holiday Schedules, to ensure accurate and timely information.
  • Technical Assistance: Assist with access to various websites and provide ancillary program installs, ensuring users have the tools they need to succeed.
Requirements
  • Technical Skills: Proficiency in technical support software and tools, as well as experience with ancillary applications.
  • Communication Skills: Excellent written and verbal communication skills, with the ability to clearly explain technical concepts to non-technical users.
  • Problem-Solving Skills: Strong problem-solving skills, with the ability to identify and resolve complex technical issues.
  • Teamwork: Ability to work collaboratively with the technical support team to achieve common goals.