Overview:
Service Desk Specialist – Downers Grove, IL - IT
Position Highlights:
- Full-Time
- Hours: Monday-Friday; 40 hours
- Hybrid- 3 days a week in office
Service Desk Specialist – We are looking for a customer service-oriented Service Desk Specialist to provide technical support to Duly employees. In this on-site role, you will analyze and solve technical problems and grow your professional skills with the goal of career advancement.
Responsibilities:
- Provide first level contact and resolve customer issues
- Provide training and guidance for other Service Desk team members
- Properly escalate unresolved tickets to second level support
- Track, route and redirect problems to correct resources
- Perform QA reviews of Service Desk teams calls and tickets
- Walk customers through problem solving process
- Follow up with customers, provide feedback and see problems through to resolution
- Utilize excellent customer service skills and exceed customers’ expectations
- Ensure proper recording, documentation and closure
- Recommended procedure modifications or improvements
- Preserve and grow your knowledge of service desk procedures, products and services
- Strong customer service orientation
- Positive, friendly attitude
- Strong communication skills
- Advanced troubleshooting and multi-tasking skills
- Proven working experience in providing Service Desk support
- Working knowledge of help desk software, databases and remote control (preferred)
Benefits:
- Comprehensive medical, dental, and vision benefits that include healthcare navigation assistance and medical coverage at 100% (after deductible) when utilizing a Duly provider.
- Employer provided life and disability insurance.
- $5,250 Tuition Reimbursement per year.
- Immediate 401(k) match.
- 40 hours paid volunteer time off.
- A culture committed to Diversity, Equity, and Inclusion (DEI) and Social Impact.
- Up to 12 weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members once eligibility requirements are met.
The compensation for this role includes a base pay range of $17.67-$26.50, with the actual pay determined by factors such as skills, experience, education, certifications, geographic location, and internal equity. Additional compensation may be available through shift differentials, bonuses, and other incentives. Base pay is only a portion of the total rewards package.
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