Help Desk Support Specialist

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

📋 Description

• Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access challenges across various platforms, and data connectivity for remote users.

• Provide top-notch support via phone, guiding users through technical solutions while adhering to a structured knowledge base.

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

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

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

• Adhere to escalation protocols to ensure timely resolution of unresolved issues.

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

• Assist with additional responsibilities as needed.

⛳️ Requirements

• Associate degree in computer science or a related field OR 2 years of relevant work experience.

• Proficient in pertinent technologies and tools, with the capability to follow technical instructions effectively.

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

• Strong skills in documentation and organization.

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

• Previous experience in a call center setting is preferred.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements.

• Collaborative and inclusive work environment.