Help Desk Support Specialist

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Deliver remote technical assistance to Edward Jones branches, departments, and remote personnel.

• Identify and resolve technical challenges related to branch video and phone systems, access issues across various platforms, and data connectivity.

• Provide support via phone while guiding users through technical solutions and adhering to a structured knowledge base.

• Manage password resets, respond to “how-to” inquiries, and address general questions regarding supported systems.

• Recognize, document, and analyze patterns to aid in problem resolution and prevent future occurrences.

• Evaluate and prioritize tasks based on severity, urgency, and impact.

• Adhere to escalation procedures for unresolved matters.

• Keep thorough and precise records of daily activities, system operations, and user interactions.

• Support additional tasks as assigned.

⛳️ Requirements

• An associate’s degree from an accredited college, technical school, or university, or two (2) years of relevant experience, or a combination of education and experience amounting to two (2) years.

• Competence in relevant technologies and tools, with the capability to adhere to technical instructions.

• Outstanding verbal and written communication abilities across all levels of the organization.

• Strong skills in documentation and organization.

• Willingness to work occasional weekends and holidays for support coverage.

• Previous experience in a call center setting is preferred.

🏝️ Benefits

• Flexible remote work arrangement.

• A professional workspace and high-speed internet access are required for remote work.

• Flexibility in scheduling for occasional weekends and holidays.