Helpdesk Support Specialist

Work shouldn't just be something we do; it should have a purpose. At Envision, we believe in creating life-changing outcomes through the work we do with our clients, giving back to our communities, while creating a company culture where our people thrive. We believe success starts with a workplace where everyone feels valued, supported, and empowered to grow.

Being part of a collaborative team means there's no limit to what you can achieve. With us, you can be a part of a growing company you want to work for.

The Helpdesk Support Specialist I identifies, researches and resolves routine technical problems of low complexity. Sitting in our Envision Technology team, this role provides support to end users for basic computer, application, system, device, configuration, and access issues. Utilizes product information or solution database to research, troubleshoot, and deliver solutions. Helpdesk Support Specialist I possesses a moderate understanding of general aspects of the job and works under close direction.

This role requires skills in attention to detail, accountability, and responsibility. Colleagues are responsible for ticket progression and responsible for providing a high-standard of client communications throughout the ticket lifecycle. Team members are the face of the business day-to-day for all Envision clients and will work in partnership with other teams to maintain client relationships.

• Identifies, researches and resolves routine technical problems of low complexity
• Provides support to end users for basic computer, application, system, device, configuration, and access issues.
• Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
• Documents, tracks, and monitors the requests using applicable systems and tools.
• Responds to telephone, email, and online requests for technical support.
• May coordinate with other teams or departments to resolve user problems.
• Fulfills all service level standards for response time and quality.
• Resolves login or user maintenance issues, investigates automated error messages, performs data maintenance and general administration tasks.
• Tasks may also include basic configuration tasks where documentation for actioning is accessible.
• Addresses defined and straightforward problems using existing standard operating procedures or technical methods.
• Communicates basic technical information with team members and customers. Exchanges straightforward information in routine situations with internal and external clients.

• High school diploma or equivalent required;
  Bachelor's degree preferred.
• Minimum 1 year of customer service experience; experience with ticketing systems preferred.
• Basic knowledge of product support and computer/software troubleshooting.
• Proficient in using computers and business software; ability to learn new software quickly.
• Strong customer service, communication, and interpersonal skills.
• Ability to document processes and business requirements clearly.
• Problem-solving and analytical thinking with the ability to utilize available resources effectively.
• Ability to work independently and collaboratively in a globally distributed team.
• C1-level spoken English is essential.