Job Description
About the position Responsibilities • Provide support to internal and external customers; troubleshoot setup/installation of personal computing/voice systems, hardware, software and networking related issues, following documented process procedures. • Ensure support and service requests are properly documented, as indicated by established support documentation, prescribed Service Legal Agreements, and/or other knowledge management systems. • Coordinate requests submitted for hardware and software while collaborating with appropriate Wellmark teams to adhere to standard hardware and software policies. • In collaboration with Consumer Cloud Specialists or Analysts, assist, test, and support Wellmark Technology services. • Take ownership of issues by carrying out incident analysis to implement temporary or permanent fixes. • Work to restore services to the customer as soon as possible; escalate incidents to other support teams where necessary. • Create, maintain and publish review documentation. Ensure it is up to date and accurate in the knowledge management system. • Participate in peer to peer training and/or mentoring others. • Assist in Technology needs after business hours, for example, equipment moves, 24x7 on call support. • Other duties as assigned. Requirements • High School diploma or GED • 1+ years' experience in a technical help desk/or customer service/call center/or customer engagement environment • OR - Associate's degree • Successful completion of a technical internship program in a corporate environment • Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause. • Strong written and verbal communication skills to effectively communicate technical subject matter to both technical and non-technical audiences. • Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization. • Multi-tasking skills - Participate, manage and/or direct multiple activities and resources simultaneously to accomplish goals. • Prioritization/time management skills - The prioritization of multiple tasks and activities in order to maximize personal efficiency. • Ability to assist in Technology needs after business hours, for example, 24x7 on call support, equipment moves. • Requires travel between 5-10% and has an essential function of lifting or carrying up to 50lbs. Nice-to-haves • Microsoft Technologies • Desktop management tools in an enterprise environment • Service Desk experience in an enterprise environment Apply tot his job