Specialist I, Help Desk

About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Job Summary :

Provide support for the local desktop environment by creating, triaging, escalating or completing requests and issues to support EITS customers. This entails activities that cannot be done remotely by the Service Desk. You will employ an ‘advocate of the customer’ attitude to keep end users informed on the status of requests and issues. Learn and utilize process and systems for end user support, asset management and system configuration. Dependent on systems and personnel at the local site may also provide support for systems such as video and facilities access systems. As one progresses in this position, the involvement in project work may increase along with the ability, and necessity, to lead small projects. The Specialist I, Help Desk position reports to the Sr. Manager of Desktop Support.

Roles & Responsibilities :

Through remote and / or in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the case details and / or interaction with the end-user while communicating with the end-user using an “advocate of the customer” approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end user’s satisfaction and understanding.

Monitor case management system for cases assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users. Based on experience and general guidelines direct cases, as needed, to next level of support.

Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues

Identify and learn appropriate software and hardware used and supported by the organization.

Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications

Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues

Evaluate documented resolutions and analyze trends for ways to prevent future problems

Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer cases to meet critical deadlines

Deploy and dispose of computer equipment per organizational standards and guidelines

Maintain inventory of hardware and software in the Asset Management system

Interact with and support facilities manager regarding furniture installations and reconfigurations

Acquire the certification(s) to self-dispatch parts and request technical support

Other duties as assigned

Skills & Qualifications :

Good understanding of computer systems, mobile devices and other tech products; including, but not limited to :

Experience with desktop and Active Directory

Extensive application support experience with Microsoft Office

Understanding of VPN technologies for remote user support

Understanding of A / V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software

Understanding of wiring closets, patch panels and experience with testing and terminating network cabling

Understanding of basic network terminology & technology such as IP addressing

Working knowledge of a range of diagnostic utilities

Good written and oral communication skills

Good interpersonal skills, with a focus on rapport building, listening and questioning skills

Strong documentation skills

Ability to work independently as well as part of a collaborative team

Ability to analyze and problem solve

Ability to conduct independent investigation for case analysis and resolution

Ability to effectively prioritize and execute tasks in a high-pressure environment

Exceptional customer service orientation

Ability to deliver results with minimal oversight

Ability to understand, comply with, and apply all privacy and security policies and guidelines

Educational Requirements :

High School Diploma required

Help Desk Institute (HDI) Desktop Support Center Analyst, preferred but not required

A+ certification, preferred but not required

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.