Senior Specialist, Help Desk Support

Job Description Summary

Helps end-users resolve issues with computer hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems and identifies solutions with IT equipment and applications.

This position will follow our hybrid work model, we expect the selected candidate to be in office 2-3 days a week in our Denver Corporate Office.

Please Note: The initial training period will last six weeks and will require candidates to be on site in the office five days a week
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With the goal of providing superior service and first contact resolution, this role delivers front‑line technical support to customers via multiple communication channels in a customer contact center environment.

• Provide second‑line hardware, software, and end‑user support as required and in line with documented procedures and service‑level targets to support the business effectively.
• Utilizes knowledge management tools to help resolve client issues.
• Assists clients in completing online forms to attain various systems, services, hardware, software, and/or entitlements.
• Assists customers in performing basic software installations.
• Conducts basic diagnoses of software/hardware to troubleshoot connectivity problems.
• Escalates trends and outages as needed to leadership and for Service News postings.
• Manages time in customer contact center setting and documents time via activity codes.
• Utilizes required activity codes to provide awareness of non‑phone related activities.
• Will be accountable for carrying on‑call phone and responding to calls on a rotating basis.
• Performs 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, and review and verify the information to ensure accuracy and accessibility.
• Follow a range of mandatory procedures to ensure that work is carried out to the required quality standards and/or to ensure adherence to external regulatory codes and internal codes of conduct.
• Organize own work schedule each day in line with changing priorities.
• Develop and maintain excellent procedural or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

• Basic technical knowledge of the following preferred:
  Operating systems (OS), mobile devices, networking, business applications, security products, financial services applications.
• Uses clear and effective elementary verbal communications skills under supervision to express ideas, request actions and formulate plans or policies.
• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.
• Works under supervision at an elementary level to plan, organize, prioritize and oversee activities to efficiently meet business objectives.
• Works under supervision at an elementary level to develop, monitor, interpret and understand policies and procedures, while making sure they match organizational strategies and objectives.
• Works under guidance (but not constant supervision) to analyze data trends for use in reports to help guide decision making.
• Works under guidance (but not constant supervision) to acquire, organize, protect and process data to fulfill business objectives.
• Works under supervision at an elementary level to analyze data from multiple sources to draw appropriate conclusions and make suitable recommendations.
• Works under supervision at an elementary level to monitor, diagnose and fix technological problems.
• Works under supervision at an elementary level to ensure that IT applications meet required specifications by designing, executing and reporting on tests of systems and services.
• Works at a basic level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works under close supervision.
• Works at a basic level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close.…