Job Title: Technical Support Specialist
The Henne Group (THG) a San Francisco, CA-based market research company, is currently accepting applications from motivated people to join our professional staff as a Service Desk/ Help Desk Technician at The Henne Group, you will be working for a company that has over 35 years of qualitative and quantitative healthcare experience related to LGBTQ+ communities, Medicaid and Medicare, rare-patient disease space, and a wide of array of healthcare-related opportunities. With offices in Wyoming and California, you will work with a virtual team that utilizes data analytics and qualitative research to raise public awareness and empower underserved communities across the United States. In addition to market research studies, over the past seven years, THG has also offered clients complete call center and help desk services including planning, staffing, and employee training, as well as call infrastructure development and deployment. In 2022, several of the THG operated help desks moved to seven day a week coverage, and in 2023, several are expected to become 24/7 operations.
Candidacy:
The ideal candidate will have strong interpersonal and customer service skills both on the phone and through written and verbal communications. They should be proactive, detail oriented, with an ability to take direction and resolve issues.
Company Description:
THG is a leading national full-service research organization. For many years, THG has completed thousands of qualitative and quantitative research projects for business, government (federal, state, and local), academic, and not-for-profit clients. We use the most exacting professional standards in all our research studies and customize our work to meet our client’s needs.
Job Description:
The Help Desk/Support Technician is primarily focused on answering the phone, responding to emails, and monitoring the operational state of the web portals are the top priorities of every Service Desk Technician. Each Technician's web portal support coverage is monitored to ensure that the technician addresses all user issues in a rapid and thorough fashion in accordance to established guidelines, scripts, and training. All Support Technicians must remain logged into the support phone lines, ticketing tools, and support tools, during their shift coverage, without exception. The Service Desk has queues that enable effective handling and monitoring of in-scope issues. Technicians must monitor the Service Desk queues based on the intake tool and the level of the technician. You will be instructed as to which support area you will handle.
We use a tiered system to designate scope and level of responsibility.
- This position is a Tier 1, Level 1 Technician:
- Tier 1 (T1) Service Desk (Web Support and Security Team)
Level 1 (L1)
Technicians take their responsibilities and apply them to their standard duties. L1 Technician duties are as follows:
- Handle “General Web Support” (i.e., Tier-1) issues per established guidelines (e.g. KBA listing Level 1 as the audience), scripts, and training.
For Tier 1 Level 1, this includes (but are not limited to):
- Login/authentication (e.g., locked and disabled accounts).
- Account configuration (e.g., completing RIDP, MFA registration, etc.).
- User Authorization (e.g. adding and removing users, etc.).
- Navigation support (e.g., using User Security, File Transfer features, etc.).
- General portal guidance (e.g., locating web portal resources and/or information).
- Escalation of “Complex” issues; in other words, issues that cannot be resolved by adhering to established troubleshooting guidelines and/or scripts.
- Alerting the Service Desk team of issue patterns seen during intake and processing.
- Monitor and escalate “issues” with system performance such as Selenium Alerts.
- Conduct ad-hoc, targeted user outreach in response to established scripts and guidelines (e.g., courtesy calls/emails, deadline reminders, etc.).
- Monitor and triage “Project/Program” and out-of-scope issues and/or inquiries based on established guidelines.
- Perform “After-call” or “After-resolution” work, such as updating account activity/tracking/communications logs (e.g., entering resolution codes).
Log/Report events related to support activities, including (but not limited to):
- Potential system bugs.
- Observed system outages.
- Disrupted/undeliverable and dropped emails and calls.
- Inquiries reported outside standard communication channels.
- Adhere to the Service Desk Shift Protocols.
- Attend regular check-in (weekly), evaluation (quarterly), and training.
- Perform administration activities to include but not limited to data transfer, review, and logging, and access and permission review and reporting.
Required Skills and Qualifications:
- 1+ years of experience working in a help desk environment.
- Excellent oral, communication, and writing skills.
- Problem solving skills and meticulous attention to detail \Persistent and proactive work style.
- Strong interpersonal and customer service skills with an ability to build relationships with customers .
Preferred Skills and Qualifications
- Experience working with documenting in ticketing systems such as ServiceNow, Jira, or Monday, etc.
- Available to work full-time, flexible schedule including weekend availability.
- 2+ years of experience working in a help desk environment.
Contact us to apply!
The Henne Group embraces the diversity of its staff and encourages all qualified individuals, including people of varied ethnicities, gender identities, sexual orientation, and physical abilities to apply, especially those who live in a Historically Unutilized Business Zone (HUBZone) are to fill this role. You can find the HUBZone map and search your home address here: https://maps.certify.sba.gov/hubzone/map
To apply for this position, please submit your information and resume to THG Application Form: https://app.smartsheet.com/b/form/9d12f62c799c4b0aa00657c324c0f85c
Job Type: Full-time
Pay: From $18.00 per hour
Benefits:
- Health insurance
- Paid time off
Experience level:
Schedule:
- 8-hour shift
- Monday to Friday
- Weekends as needed
Experience:
- Help desk: 1 year (Required)
Work Location: Remote
Job Type: Full-time
Pay: $18.00 per hour
People with a criminal record are encouraged to apply
Experience:
- Help desk: 1 year (Preferred)
- Windows: 1 year (Preferred)
Work Location: Remote