Specialist II, Desktop Support
Resurgent Capital Services

About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Job Description:

Provide advanced support for the local desktop environment and as necessary provide coverage for Desktop Level 1 and Service Desk responsibilities. Continue to employ an 'advocate of the customer' attitude as knowledge of the environment and processes increase. As one progresses in this position, knowledge and responsibilities for systems and processes will increase to develop subject matter expertise. Establish necessary vendor management skills for any needed interaction and oversight. Dependent on responsibilities, improve departmental or support processes. Employ project management techniques to manage and deliver small to medium size projects.

Responsibilities:

• Serve as a point of contact for customers needing on-site technical assistance or support, this will be first point of contact when providing back-up to the Service Desk.
  
• As an "advocate of the customer' field incoming cases from end users in a professional and courteous manner
  
• Provide end user communication, including post-resolution follow-up, to complete requests and resolve issues to the end user's satisfaction and understanding.
  
• Perform onsite and remote troubleshooting through diagnostic techniques and pertinent questions
  
• Monitor case management system for cases assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users.
  
• Identify solution, work-around or escalation process as determined by a review of the case details and / or interaction with the end user or other analysts
  
• Serve as a knowledge resource to junior team members
  
• Based on experience and general guidelines direct cases, as needed, to next level of support
  
• Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues
  
• Expand knowledge of software and hardware used within and supported by the organization to handle more complex cases and questions.
  
• Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications
  
• Modify local workstation configurations and settings, per approved processes, to complete requests and resolve issues
  
• Utilize the Service Management system to maintain, document and update case actions and notes to keep the affected user apprised of case status
  
• Document internal procedures
  
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
  
• Deploy, or retrieve, equipment for provisioning, deprovisioning and transfer cases to meet critical deadlines
  
• Deploy and dispose of computer equipment per organizational standards and guidelines
  
• Maintain inventory of hardware and software in the Asset Management system
  
• Utilize internal project tracking systems to record, document and manage projects
  
• Coordinate with facilities manager regarding furniture installations and reconfigurations
  
• Maintain certification(s) to self-dispatch parts and request technical support
  
• Ability to work on-call, based on experience and operational need
  
• Limited travel, as needed
  
• Other duties as assigned
  

Knowledge, Skills and Abilities:

• Demonstrated knowledge of PC hardware, peripherals and operating systems
  
• Experience with Active Directory, DNS and DHCP
  
• Comprehensive knowledge with Microsoft Office application support
  
• Experience with VPN technologies for remote users
  
• Moderate experience with A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software
  
• Moderate experience with wiring closets, patch panels, testing and terminating network cabling
  
• Required experience with TCP/IP network fundamentals in relation to end user support for network connectivity
  
• Experience with telephony systems knowledge including the deployment of IP based telephones, PBX and Voice Mail Support.
  
• Ability to support mobile end user telephony services
  
• Proficient in analysis and problem solving with a range of diagnostic utilities
  
• Demonstrated knowledge of electronic repair, troubleshooting techniques and equipment testing
  
• Good written and oral communication skills
  
• Good interpersonal skills, with a focus on rapport building, listening and questioning skills
  
• Strong documentation skills
  
• Self-motivated with the ability to work independently as well as part of a collaborative team
  
• Ability to serve as a resource and guide less experienced team members
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment
  
• Ability to manage multiple, often competing, priorities
  
• Exceptional customer service orientation
  
• Ability to deliver results
  
• Ability to deliver consistent, quality end user support and communication
  
• Ability to consistently document case resolutions or project activities
  
• Ability to gather and analyze data to document and recommend process or system improvements
  
• Ability to independently learn and support new technologies
  
• Ability to see areas of improvement or need and take ownership of these items
  
• Ability to independently research topics, test, implement and document solutions or work-arounds for supported technologies
  
• Ability to analyze complex computer problems and provide solutions
  
• Ability to understand and apply all security guidelines
  
• Ability to understand and comply with all privacy and security policies
  

Educational Requirements:

• High School Diploma required
  
• BS degree in Information Technology, Computer Science, preferred but not required
  
• 2+ years of experience considered in lieu of degree, will train the right candidate with appropriate industry certifications
  
• 2+ years of experience as an IT Desktop Specialist I, preferred
  
• Help Desk Institute (HDI) Technical Support Center Professional, preferred but not required
  
• A+ certification, required
  

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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