Help Desk Support Specialist | Network Solutions

#LI-DNI

About the Role

We are seeking a skilled and customer-focused Help Desk Specialist to provide remote technical support to Edward Jones branches, departments, and remote users. In this role, you will diagnose, troubleshoot, and resolve technical issues, ensuring an exceptional support experience. This is a remote position requiring a professional workspace and high-speed internet access.

Essential Functions and Primary Duties

• Diagnose and resolve technical issues, including but not limited to branch video and phone systems, access issues across multiple platforms, and data connectivity for remote users.
• Deliver high-quality support via phone, guiding users through technical solutions while following a structured knowledge base.
• Handle password resets, "how-to" questions, and general inquiries about supported systems.
• Identify, document, and analyze trends to support effective problem resolution and prevent recurrence.
• Assess and prioritize work based on severity, urgency, and impact.
• Follow escalation protocols to ensure unresolved issues are addressed promptly.
• Maintain detailed and accurate records of daily activities, system functions, and user interactions.
• Assist with additional tasks as assigned.

Preferred Qualifications

• Work Environment: Maintain a professional remote workspace with high-speed internet access.
• Technical Skills: Proficient in relevant technologies and tools, with the ability to follow technical instructions.
• Communication: Excellent verbal and written communication skills across all organizational levels.
• Detail-Oriented: Strong documentation and organizational skills.
• Schedule Flexibility: Availability to work occasional weekends and holidays for support coverage.
• Previous experience in a call center environment preferred.

Minimum Qualifications

• Associate degree in computer science or related field OR 2 years of related work experience