Confluent Health
IT Advanced Support Specialist
Confluent Health, Evansville, Indiana, United States, 47725
Overview
Job Title: IT Advanced Support Specialist
Job Overview:
We are currently seeking a seasoned and customer-focused individual to join our team as an IT Advanced Support Specialist. The ideal candidate will possess extensive technical expertise, excellent communication skills, and a passion for providing exceptional support to end users. In this role, you will serve as a senior member of our help desk team, providing advanced troubleshooting and technical assistance to resolve complex IT issues and enhance the overall user experience.
Benefits:
Health, Dental, Vision insurance.PTOPaid HolidaysSick DaysMuch, much more.Responsibilities
This is a hybrid position based in Louisville, KY or Evansville, IN
Key Responsibilities:
Advanced Technical Support:
Provide advanced technical support and troubleshooting assistance to end users experiencing complex IT issues, including hardware and software problems, network connectivity issues, and system errors. Utilize your expertise to diagnose and resolve issues promptly, ensuring minimal disruption to end user productivity.Escalation Point:
Serve as an escalation point for unresolved help desk tickets, working closely with other team members and technical specialists to identify root causes and implement effective solutions. Provide guidance and mentorship to junior team members to help them develop their skills and enhance their problem-solving abilities.Knowledge Management:
Contribute to the development and maintenance of the help desk knowledge base by documenting solutions to commonly encountered issues, troubleshooting techniques, and best practices. Share your expertise with the team and promote knowledge sharing to facilitate continuous learning and improvement.Incident Management:
Effectively manage help desk incidents and service requests through the ticketing system, ensuring accurate documentation, timely resolution, and proper escalation when necessary. Maintain clear and consistent communication with end users throughout the resolution process to manage expectations and provide updates on progress.Continuous Improvement:
Proactively identify opportunities to enhance the efficiency and effectiveness of the help desk function through process improvements, tool optimizations, and workflow enhancements. Collaborate with team members and stakeholders to implement changes and drive continuous improvement initiatives.Qualifications
Qualifications:
Degree in Information Technology, Computer Science, related field, or commensurate experience. Relevant certifications (e.g., CompTIA Sec+ or Net+, Microsoft Certified Professional) are a plus.At least 4 years of experience in a help desk or technical support role, with a focus on providing advanced technical assistance and troubleshooting complex IT issues.Proficiency in diagnosing and resolving hardware, software, and network-related problems across a variety of platforms and environments.Strong knowledge of IT service management (ITSM) principles and practices, including incident management, problem management, and change management.Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical end users.Exceptional customer service skills and a commitment to delivering a positive support experience to end users.Strong analytical and problem-solving abilities, with a proactive and resourceful approach to resolving IT issues.Ability to work effectively both independently and as part of a team in a fast-paced and dynamic environment.Preferred Experience :Knowledge of scripting and automation tools (e.g., PowerShell, Python, or similar) to automate routine tasks, call API's, and improve support processes.Experience administering FreshService, ServiceNow, or similar IT service management (ITSM) platforms.
Job Title: IT Advanced Support Specialist
Job Overview:
We are currently seeking a seasoned and customer-focused individual to join our team as an IT Advanced Support Specialist. The ideal candidate will possess extensive technical expertise, excellent communication skills, and a passion for providing exceptional support to end users. In this role, you will serve as a senior member of our help desk team, providing advanced troubleshooting and technical assistance to resolve complex IT issues and enhance the overall user experience.
Benefits:
Health, Dental, Vision insurance.PTOPaid HolidaysSick DaysMuch, much more.Responsibilities
This is a hybrid position based in Louisville, KY or Evansville, IN
Key Responsibilities:
Advanced Technical Support:
Provide advanced technical support and troubleshooting assistance to end users experiencing complex IT issues, including hardware and software problems, network connectivity issues, and system errors. Utilize your expertise to diagnose and resolve issues promptly, ensuring minimal disruption to end user productivity.Escalation Point:
Serve as an escalation point for unresolved help desk tickets, working closely with other team members and technical specialists to identify root causes and implement effective solutions. Provide guidance and mentorship to junior team members to help them develop their skills and enhance their problem-solving abilities.Knowledge Management:
Contribute to the development and maintenance of the help desk knowledge base by documenting solutions to commonly encountered issues, troubleshooting techniques, and best practices. Share your expertise with the team and promote knowledge sharing to facilitate continuous learning and improvement.Incident Management:
Effectively manage help desk incidents and service requests through the ticketing system, ensuring accurate documentation, timely resolution, and proper escalation when necessary. Maintain clear and consistent communication with end users throughout the resolution process to manage expectations and provide updates on progress.Continuous Improvement:
Proactively identify opportunities to enhance the efficiency and effectiveness of the help desk function through process improvements, tool optimizations, and workflow enhancements. Collaborate with team members and stakeholders to implement changes and drive continuous improvement initiatives.Qualifications
Qualifications:
Degree in Information Technology, Computer Science, related field, or commensurate experience. Relevant certifications (e.g., CompTIA Sec+ or Net+, Microsoft Certified Professional) are a plus.At least 4 years of experience in a help desk or technical support role, with a focus on providing advanced technical assistance and troubleshooting complex IT issues.Proficiency in diagnosing and resolving hardware, software, and network-related problems across a variety of platforms and environments.Strong knowledge of IT service management (ITSM) principles and practices, including incident management, problem management, and change management.Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to non-technical end users.Exceptional customer service skills and a commitment to delivering a positive support experience to end users.Strong analytical and problem-solving abilities, with a proactive and resourceful approach to resolving IT issues.Ability to work effectively both independently and as part of a team in a fast-paced and dynamic environment.Preferred Experience :Knowledge of scripting and automation tools (e.g., PowerShell, Python, or similar) to automate routine tasks, call API's, and improve support processes.Experience administering FreshService, ServiceNow, or similar IT service management (ITSM) platforms.