Help Desk Support Specialist II (Remote/In-Office - Hybrid)

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Job Overview

The Help Desk Support Specialist II position at Performant Corp is focused on providing high-level technical support to end-users in a dynamic environment. The specialist will troubleshoot various hardware and software issues, ensuring timely resolution and maintaining detailed documentation of all interactions. This role requires a proactive approach to problem-solving, along with the ability to communicate effectively with users at all levels of technical expertise. The hybrid model offers flexibility, allowing the specialist to work both remotely and in-office as needed.

Job Responsibilities

• Provide second-level technical support to users via phone, email, and chat.
• Troubleshoot and resolve hardware and software issues in a timely manner.
• Create, track, and manage support tickets utilizing the help desk ticketing system.
• Document all interactions and solutions in the knowledge base for future reference.
• Assist in the onboarding and training of new Help Desk personnel.
• Maintain accurate inventory of IT equipment and ensure compliance with service level agreements (SLAs).
• Identify recurring issues and recommend enhancements to prevent future occurrences.
• Collaborate with IT teams to facilitate complex problem resolution.
• Participate in team meetings to improve support processes and user satisfaction.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field; bachelor's degree preferred.
• Minimum of 3 years of experience in a technical support role.
• Proficiency in troubleshooting Windows and Mac operating systems.
• Experience with remote support tools and ticketing systems.
• Strong verbal and written communication skills.
• Familiarity with networking concepts and hardware troubleshooting.
• Certifications such as CompTIA A+, Network+, or equivalent are a plus.
• Ability to work independently and in a team-oriented environment.

Technologies & Tools

The Help Desk Support Specialist II will utilize various technologies, including remote desktop applications, ticketing systems such as Zendesk or ServiceNow, and communication tools like Microsoft Teams or Slack. Familiarity with Active Directory for user management, as well as Microsoft Office Suite and common productivity software, is essential for effective support delivery.

Ideal Candidates

The ideal candidate for the Help Desk Support Specialist II position will have a passion for technology and a strong customer service orientation. They should possess excellent problem-solving skills and be capable of managing multiple priorities in a fast-paced environment. A detail-oriented mindset, combined with a collaborative spirit and a commitment to continuous learning, will contribute to their success in delivering outstanding support to Performant Corp's users.