IT Service Desk Specialist - Evening Hours

Published date Posted on Indeed on Jan 22, 2022 (115 d ago)
Are you ready to join a growing team that puts a premium on productivity and has an award-winning culture, centered around transforming talented employees into effective business leaders?
Then Bankers Healthcare Group is the place for you. We offer innovative financial solutions to licensed and highly-skilled professionals, representing the best of both traditional lending and fintech, and are looking for passionate, impact players to help take our company to the next level.
At BHG, you’ll become immersed in the finance industry—with a variety of loan solutions, credit cards, patient financing, bank programs, and collections services, which have helped BHG become one of the leading providers of finance solutions.
With over 20 years in business, we have the stability of an established company with the speed and agility of a startup, where ingenuity and risk-taking are encouraged, and every employee has the opportunity to learn, grow and thrive.

Who You Are

You are a motivated Helpdesk Specialist who enjoys working in a high-energy environment while assisting BHG employees with any technical issues. You provide support and customer service on company-supported computer applications and services. You are a multi-tasker who has experience with ticketing systems and other modern software.

What You'll Do

  • Provide superior IT customer service.
  • Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guide
  • Respond to inquiries and requests received via telephone calls, internal ticketing system, and email in a timely manner.
  • Ensure service tickets are created for all inquiries and requests submitted to the Service Desk.
  • Support the onboarding/offboarding process by issuing all appropriate equipment, software and security credentials.
  • Provide basic to moderate end-user support for IT related issues.
  • Analyze, diagnose, test and resolve basic to moderate service desk end-user problems (email, hardware, software and vpn) .
  • Troubleshoots basic software and hardware issues via phone and resolve upon first contact, when possible.
  • Provide remote technical support and assistance on identified applications, software and peripherals.
  • Provide initial triage of service requests and determine if additional IT resources should be engaged to fulfill them.
  • Expedite reported issues affecting end-users with team members and management.
  • Keep end-user abreast of current incident and service request status as per service level targets.
  • Update all service requests tickets in a timely manner, with an appropriate level of information throughout the entire life cycle of the request.
  • Determine the correct assignment groups to transfer tickets to and transfer tickets accordingly, and in a timely manner.
  • Document support issues and resolutions.
  • Reasonable and consistent attendance to fulfill the requirements of the position.
  • Provides "how to" assistance on all internally supported devices, applications and systems.
  • Performs basic support functions such as password resets, unlocking accounts and AD group changes.
  • Escalates issues to appropriate second- and third-level subject-matter experts in accordance with service-level agreements, and follows up on incidents when appropriate.

What You'll Need

  • 3 - 6 years of experience in a IT Support role required.
  • Certification in ITIL is plus
  • Experience in Service Desk/Help Desk environment a plus.
  • Experience with ticketing tracking systems a plus.
  • Experience working in a technology-driven enterprise a plus.
  • Must be self-motivated, detail oriented, be able to work effectively in a team environment.
  • Knowledge of basic computer hardware and software.
  • Knowledge of Microsoft and Apple products.
  • Ability to multi-task and prioritize workflow.
  • Solid written and verbal communication skills.
  • Ability to communicate technical information effectively with internal and external customers.
  • Strong understanding of smartphones (Android and iOS).
  • Solid troubleshooting skills.
  • Contribute to team innovation through ideas for process improvement and efficiency.
  • Must be able to provide after-hours support as needed, as part of an on-call rotation.
  • Familiarity with Active Directory and Microsoft Outlook/Exchange environments a plus.
  • Knowledge of networking is a plus.

Life at BHG
At BHG, we work hard and aren’t afraid to take risks. Since the beginning, our core values of PMA (positive mental attitude), team player and loyalty have been the driving force behind every interaction we have between each other and our customers. We have a healthy respect for the daily grind, yet we value work/life balance. We believe that all employees should have the opportunity to lead and that good ideas can come from anyone. From the top-down, our leaders are actively involved not only in strategic oversight and running the business, but also in the wellbeing and growth of all employees. We consider people our #1 asset, and help employees realize their full potential, set and exceed their goals, and explore new opportunities for personal and professional development.

Why You Should Join BHG
We strive to offer amenities, opportunities, events, and programming that support the interests of our teams, while furthering the culture that makes us Great Place to Work® certified. Some of the benefits you can expect when you join BHG include:
  • 100% coverage of monthly health insurance premiums
  • Competitive PTO and vacation policies
  • Company 401(k) plan with employer contributions after one year
  • On-site gym access and memberships, with personal trainers, and certified nutritionists on staff
  • Company-sponsored training and certification opportunities
  • Monthly award ceremonies where top achievers are celebrated and receive additional bonuses
  • Ongoing volunteer opportunities to give back to the community through our BHG Cares program
If you’re ready for a career where you can exercise your passions, be surrounded by co-workers who are relentlessly committed to service, and have a team-player mindset, apply today!

** All Remote employee's at Bankers Healthcare Group are required to work within the United States of America.

Bankers Healthcare Group is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. Bankers Healthcare Group is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

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