Help Desk Associate - Hybrid

We are currently seeking strong candidates for a full-time Help Desk Associate (hybrid) position in our Overland Park, Kansas headquarters. To streamline ease of use across all of our offices, we have continued to implement new technology solutions that increase our output in terms of data, communication, and collaboration. However, with each system that is added, more questions and issues are sent to and addressed by the Help Desk team. As the internal headcount continues to grow, so does the need for a streamlined first line of support group that can solve problems efficiently, while keeping a business-first mindset.

Responsibilities

• Provide High-Quality Customer Support
  • We are reachable in a variety of ways to meet users where they are most comfortable. We answer phones, chats, service requests, traditional tickets, and walk-ins. Help Desk associates must manage requests in a strategic manner and maintain open communication in all avenues
  • Mariner’s motto starts with “clients first.” As in an internal help desk, the other Mariner associates are our “clients”. We serve them so they can best serve their clients.
  • Providing efficient, friendly, professional, comprehensive, and proactive support that prevents resurfacing and future technical issues
  • Establish trust and confidence in the IT department throughout the company- Help Desk is the face of IT and our reputation is formed with every user interaction
• IT Problem Solving
  • The Help Desk team is our first-line defense and answer for all technical problems that occur at Mariner. Knowledge of software, hardware, and how they communicate/integrate is essential
  • Must be able to leverage resources available to find solutions to quickly and permanently solve issues that arise
  • Possess a high level of experience with general technical troubleshooting to be effective and serve as a resource to others on the team as needed
  • When possible, identifying the root cause of an issue is our goal, to improve the user experience and prevent future resources being spent on preventable issues
• Written Skills
  • Create and edit user-facing and internal knowledge articles that are clear and accurate
  • Communicate via email, ticket system, and chat with users and other departments to resolve issues provide directions
  • Document technical issues and the steps taken to resolve, or summarize troubleshooting steps and escalate to the appropriate team when needed

Qualifications

• 2 or 4-year technical degree OR equivalent certifications/experience
• 1-2 years of experience with tier 1 technical support preferred

Skills & Knowledge

• Familiarity with various business-facing software (Box, Office 365, Workplace, Zoom, etc.)
• Availability to work after hours on a rotational basis. Optional travel a few times a year
• Work in office at the Overland Park location until training is complete, then move to hybrid
• Excellent customer service skills, written and verbal communication skills, and attention to detail
• Comfortable providing support for both Mac and PC users

Work Location

Help Desk needs to have some presence in the office to best serve users that walk in or host meetings. We also frequently install and maintain hardware and train in person with other members of the IT teams. The following is the typical progression to hybrid work for new Help Desk technicians, but is subject to change depending on team size, seniority of team members, and user needs at the offices.

• In office full time during 6 week training period.
• Transition to hybrid work: approximately three days per week in office, subject to departmental needs.

We welcome your interest in being a part of our firm. We believe in giving associates progressive opportunities, actively nurturing professional growth and giving back to the community. We are dedicated to building a diverse culture where everyone has the support they need to achieve their career goals. We offer an innovative workplace and a culture that fosters camaraderie, teamwork and work-life balance.

EOE M/F/D/V

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