Senior Specialist, Help Desk Support

Job Description Summary

Assist end-users with computer hardware and software issues. Respond to inquiries, troubleshoot, diagnose problems, and identify solutions using IT equipment and applications.

This position follows a hybrid work model. Selected candidates are expected to work in the office 3 days a week at either our St. Petersburg HQ, Southfield, MI, or Memphis, TN office locations.

Note: The initial training period lasts four weeks and requires candidates to be onsite in the office five days a week.

Deliver front‑line technical support to customers via multiple communication channels in a customer contact center environment, aiming for superior service and first‑contact resolution.

• Provide second‑line hardware, software, and end‑user support in line with documented procedures and service‑level targets.
• Use knowledge management tools to help resolve client issues.
• Assist clients in completing online forms for various systems, services, hardware, software, and entitlements.
• Assist customers with basic software installations.
• Conduct basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalate trends and outages to leadership and for Service News postings.
• Manage time in the customer contact center and document activity via codes.
• Use required activity codes to indicate non‑phone related activities.
• Carry on‑call phone responsibilities and respond to calls on a rotating basis.
• Perform other duties as assigned.
• Ensure a positive experience for internal clients through courteous interactions.
• Conduct data entry into company systems and verify accuracy.
• Follow mandatory procedures to meet quality standards and regulatory codes.
• Organize daily work schedule based on changing priorities.
• Develop and maintain technical skills through training and coaching.

• Basic technical knowledge of operating systems, mobile devices, networking, business applications, security products, and financial services applications.
• Clear verbal communication skills under supervision.
• Understand and use standard office equipment and software packages with minimal supervision.
• Plan, organize, prioritize, and oversee activities to meet business objectives.
• Interpret policies and procedures to align with organizational strategies.
• Analyze data trends for reporting to aid decision making.
• Process data to fulfill business objectives.
• Draw appropriate conclusions from data and make recommendations.
• Diagnose and fix technological problems.
• Design, execute, and report on tests of systems and services to ensure applications meet specifications.
• Use digital communication tools (email, text, chat, social media) to create positive customer moments.
• Navigate customer conversations using the four parts of a service conversation: open, learn, reply, close.
• Handle frustrated or unhappy customers.
• Select, deploy, and use appropriate office systems.
• Connect with customers to strengthen relationships through positive experiences.

• Incumbents must obtain HDI Certification within 1 year of hire. Three attempts to pass the certification will be paid for by the company.

High School (HS) (Required)

General Experience – 13 months to 3 years

Less than 25%

Hybrid

The total compensation for this position includes base salary or wages and may include additional compensation such as cash or equity, discretionary bonuses, or commissions. Eligible for a benefits package that may include medical, dental, vision, life insurance, critical illness insurance, accident insurance, disability benefits, retirement savings, paid time off (vacation, holidays, sick leave), and parental leave.

The Company is an equal opportunity employer and makes all employment decisions on the basis of merit and business needs.