What are the responsibilities and job description for the Service Desk Specialist I position at Spring Venture Group?
Company Description
Who We Are:
As a leader in Medicare health insurance distribution, Spring Venture Group guides people through one of their most important life decisions — finding the right insurance coverage. We are on a mission to be the most trusted partner for our customers and our people, enabling empowered decisions along the journey to health and financial well-being.
Spring Venture Group offers incredible culture, benefits, and fantastic income potential in a stable and successful work environment at a Medicare agency. This starts with a workplace that empowers people to do their best work. Come build a rewarding career and make a meaningful impact on peoples’ lives in an environment that values your determination. Join our diverse, inclusive team and get ready to crush your goals!
Job Description
OVERVIEW
The Service Desk Specialist I is responsible for supporting the productivity of company staff by ensuring they have the proper and functioning IT equipment, and timely resolving or escalating issues as they arise.
ESSENTIAL DUTIES
The essential duties for this role include, but are not limited to:
Create new hire boxes if needed. Setup and troubleshoot new hire classes
Monitor tier 1 ticketing que to ensure timely resolution of problems while ensuring that customers are satisfied. Verify tickets get linked to the correct boards for resolution
Participate in the incident response process which involves investigating and troubleshooting issues, communicating key findings, and resolving issues; communicate in chat for direction as needed
Help test, facilitate and assist in projects with provided instruction as they arise
Maintain and update company processes, procedures, system standards, documentation, knowledge base articles, and other resources related to the Service Desk
Install and support office audio and visual equipment.
Participates in training and professional development sessions.
Accurately and effectively communicates pertinent information to the appropriate stakeholders.
Participate in on-call rotations and triage or resolve critical issues that come up outside of standard working hours along with workroom duties
Demonstrates curiosity in customer service, proactively seeking improvements and questioning existing methods to find better solutions.
Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities.
ROLE COMPETENCIES
The competencies for this role include, but are not limited to:
Ability to think through a problem from multiple viewpoints.
Teachability, in technical, and customer service areas.
Exemplify the desired culture and philosophies of the organization.
Qualifications
Education/Experience:
Degree not required / 1-3 years related experience
Skills/Specialties:
Customer service, Hardware/Software troubleshooting
Certifications/Licenses:
Optional, CompTIA A
Additional Information
Benefits:
The Company offers the following benefits for this position, subject to applicable eligibility requirements:
- Competitive Compensation
- Medical, Dental and vision benefits after a short waiting period
- 401(k) matching program
- Life Insurance, and Short-term and Long-term Disability Insurance
- Optional enrollment includes HSA/FSA, AD&D, Spousal/Dependent Life Insurance, Travel Assist and Legal Plan
- Generous paid time off (PTO) program starting off at 15 days your first year
- 15 paid Holidays (includes holiday break between Christmas and New Years)
- 10 days of Paid Parental Leave and 5 days of Paid Birth Recovery Leave
- Annual Volunteer Time Off (VTO) and a donation matching program
- Employee Assistance Program (EAP) - health and well-being on and off the job
- Rewards and Recognition
- Diverse, inclusive and welcoming culture
- Training program and ongoing support throughout your Venture Spring Venture Group career
Security Responsibilities:
- Operating in alignment with policies and standards
- Reporting Security Incidents Completing assigned training
- Protecting assigned organizational assets
Spring Venture Group is an Equal Opportunity Employer
