IT Helpdesk Support Specialist II

We’re looking for a full-time IT Helpdesk Support Specialist II to help us support our clients providing a world class service within our SLAs using a passionate and positive approach to the job. You will be responsible for assisting in the setup, maintenance and support of all end user computers, phones, peripherals. You will also assist end users with any support needs or questions they may have.

WHAT YOU’LL DO:

• Provide first and second tier remote troubleshooting, training and tech support to end users
• Set up, configure and troubleshoot computers, printers and peripherals
• Perform installs and updates on business software platforms
• Quickly learn Brightwire’s process’ and procedures as well as clients
• Work tickets escalated tickets that may be more complex or require tier 2 access
• Maintain accurate client network documentation
• Communicate in an open, engaging and helpful tone across all channels including email (tickets), chat, phone calls
• Tailor communication style and troubleshooting delivery to match knowledge or skill level of end user
• Coordinate incident resolution with third parties and vendors
• Communication with clients to keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Identify and surface trends of client issues with a focus on potential solutions

WHAT YOU’LL NEED:

• Collaboration and Teamwork: works with others to deliver results, meaningfully contributing to the team and prioritizing group needs over individual needs

• Commitment to Results: consistently achieves results, demonstrating high performance, and challenging self and others to deliver results
• Client Focus: demonstrates a desire to proactively help and serve clients and other team members meet their needs
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding
• Perseverance: pursues everything with energy, drive, and a need to finish—doesn’t give up
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems
• Self-Development: is personally committed to, and actively works to continuously improve
• Google-fu: if you don’t know the answer you are an expert at using the right key words to find it

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of clients, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.
• Helpful. You have a passion for extraordinary customer service and helping others.

Share our values: We strive to create an unrivaled, evolving business of service that inspires and empowers people to be extraordinary.

Be of Service: We are of service to our clients, to one another and to BrightWire. We’re here to help.

Be Accountable: We build authentic relationships through transparent communication and by following through on our commitments.

Be Evolving: We are determined to grow through continuous improvement

Be Extraordinary: We don’t settle for average. We strive to be consistently extraordinary in everything we do

We are dedicated to building a diverse team, one where employees feel a sense of belonging, and are valued for their contributions and the perspectives they bring. If this who you are you belong here.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.

What We Offer…

• We generously compensate and reward a strong work ethic and your ability to provide consistently excellent results.
• Generous Medical Insurance for yourself and your family
• Vision Insurance
• Matching retirement fund contributions
• Three weeks annual time off
• Performance bonuses

Job Type: Full-time

Salary: $45,000.00 to $50,000.00 /year

Application Questions:

• How many years of IT Helpdesk Support experience do you have?
• How many years of relevant experience do you have?
• Are you willing to undergo a background check, in accordance with local law/regulations?
• Are you authorized to work in the following country: United States?