Help Desk Support Specialist

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

📋 Description

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

• Diagnose and resolve issues related to branch video and phone systems, platform access, and data connectivity for remote users.

• Provide phone-based technical support utilizing a structured knowledge base.

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

• Identify, document, and analyze trends to enhance problem resolution and prevent future occurrences.

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

• Adhere to escalation procedures for issues that remain unresolved.

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

• Support additional assigned tasks as needed.

⛳️ Requirements

• An associate degree in computer science or a related field, or 2 years of relevant work experience.

• Proficiency in applicable technologies and tools.

• Capability to follow technical instructions effectively.

• Exceptional verbal and written communication skills at all organizational levels.

• Strong documentation and organizational abilities.

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

• A professional remote workspace with high-speed internet access.

• Previous experience in a call center is preferred.

🏝️ Benefits

• Remote work arrangement.

• Requirement for a professional workspace.

• High-speed internet access provided/required for remote work.