Senior Specialist IT Service Center

TL;DR

Senior Specialist IT Service Center (IT Support): Tier II support for complex IT requests across hardware, software, networks, virtual workstations, and peripherals with an accent on troubleshooting LAN/WAN/internet connectivity and resolving issues through analysis, escalation, and clear client communication. Focus on maintaining secure user access, delivering workstation training, and meeting call/transaction performance measures while protecting confidential associate data.

Company

hirify.global provides financial services and benefits with a focus on employee flexibility and internal mobility.

What you will do

• Handle complex IT inquiries via phone, chat, email, and in-person support for internal and external clients.
• Install, configure, maintain, and upgrade PC hardware/software and peripherals (printers, scanners, mobile/smart phones) per department standards.
• Troubleshoot and resolve end-user issues in person, by phone, or by email, including LAN, WAN, and internet connectivity problems.
• Maintain user account information, including security and network access, according to systems standards and company policy.
• Develop and deliver workstation training and user resources; educate clients on self-service tools and improve the knowledge base.
• Escalate complex cases with appropriate documentation and partner with internal/external resources to close non-escalated cases.

Requirements

• Workplace: Onsite (professional office environment).
• 2+ years of IT Help Desk and/or Desktop Support support services experience.
• Strong written and verbal communication skills with tact and diplomacy.
• Ability to gather and synthesize information from multiple parties and make decisions for production support processes/changes.
• Strong attention to detail, organization, prioritization, and ability to handle sensitive personal information with confidentiality.
• Self-starter mindset to quickly learn new business processes, systems, tools, and technology.

Culture & Benefits

• Medical, dental, vision, and life insurance.
• 401(k) retirement savings with generous company matching contributions.
• Tuition reimbursement up to $5,250/year.
• Generous paid time off plus paid holidays and floating holidays; paid volunteer time.
• Paid parental leave, disability coverage, and Family and Medical Leave (FMLA).
• Business-casual environment and Business Resource Groups (BRGs) for inclusion.

Hiring process

• Application review followed by interviews to assess support experience, communication, and troubleshooting approach.
• Evaluation based on performance of the listed responsibilities and tasks.