IT Service Desk Specialist - Evening Hours
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
Why You Should Join BHG
- 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
#LI-Remote
Let us know
Help us maintain the quality of jobs posted on RemoteTechJobs and let us know if:
Related jobs
SENIOR SOFTWARE ENGINEER – Xamarin DeveloperABOUT THE COMPANYCareXM lives at the connection of healthcare, software, and contact center services, with a mission to reshape the remote patient care experience by partnering with our customers to provide.
GoodRx is America’s healthcare marketplace. Each month, millions of people visit goodrx.com to find reliable health information and discounts for their healthcare — and we’ve helped people save $35 billion since 2011. We provide prescription discounts.
We are seeking a Digital Product Owner to lead a team focused on optimizing our consumer-facing mobile app (Android and iOs). The Digital Product Owner will successfully champion digital product improvements, with responsibilities that span from idea.
Must be able to make site visits and submit to and pass CLEAR procedures.The Technical Support (Generalist) is responsible for providing technical support and setup for OATS staff, programs, and a network of training centers throughout New York City..
ORC is seeking a full-time, non-exempt Right of Way Document Specialist to work remotely based out of their home office.We are proud to offer:Excellent base payComprehensive medical, dental and vision plansSick time401KShort and Long-Term DisabilityTuition.
More jobs by this company
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 BHG Financial is the place for you. We offer innovative financial.