Senior Specialist, Help Desk Support

Job Overview

Help end-users resolve issues with computer hardware or software, respond to user inquiries, troubleshoot and diagnose problems and identify solutions with IT equipment and applications. This position follows our hybrid work model, with the selected candidate expected to be in the office 2‑3 days a week in our St. Petersburg Office. The initial training period will last four weeks and will require candidates to be onsite in the office five days a week.

• Provide second‑line hardware, software, and end‑user support as required and in line with documented procedures and service‑level targets.
• Utilize knowledge management tools to help resolve client issues.
• Assist clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
• Assist customers in performing basic software installations.
• Conduct basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalate trends and outages as needed to leadership and for Service News postings.
• Manage time in a customer contact center setting and document time via activity codes.
• Utilize required activity codes to provide awareness of non‑phone related activities.
• Be accountable for carrying on‑call phone and responding to calls on a rotating basis.
• Perform other duties and responsibilities as assigned.
• Ensure a positive experience for internal clients by having courteous interactions with them.
• Conduct data entry into company systems, review and verify the information to ensure accuracy and accessibility.
• Follow a range of mandatory procedures to ensure quality standards and regulatory compliance.
• Organize own work schedule each day in line with changing priorities.
• Develop and maintain procedural or technical skills through assessment, development planning, formal and informal training, and coaching.

• Basic technical knowledge of operating systems (OS)
• Mobile devices
• Networking
• Business applications
• Security products
• Financial services applications

• Use clear and effective verbal communication skills under supervision.
• Leverage digital communications (email, text, chat, social media) to create positive customer experiences.
• Navigate customer conversations using the four parts of a service conversation: open, learn, reply, and close.
• Handle frustrated or unhappy customers proficiently.
• Build positive interactions and strengthen relationships with customers.

• Must obtain HDI Certification within 1 year of hire; company pays for three attempts.

• Associate's degree in Computer and Information Science
• Associate's degree in Computer Systems Analysis
• High School Diploma (Required)

• General
  
  Experience:
  
  13 months to 3 years

• Less than 25%

• Hybrid

• Base salary or wages
• May include additional compensation such as cash or equity
• Discretionary bonuses or commissions

• Medical, dental, and vision coverage
• Life insurance
• Critical illness insurance
• Accident insurance
• Disability benefits
• Retirement savings
• Paid time off (vacation, holidays, sick leave)
• Parental leave

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