Senior Help Desk Specialist

Profile

About Benefitfocus:**MEMBERS ONLY**SIGN UP NOW***. (NASDAQ: BNFT) is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to more efficiently shop, enroll, manage and exchange benefits information. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental and other voluntary benefits plans as well as wellness programs.  Job Description:The Sr. Helpdesk Specialist will provide third level helpdesk support as well as manage and implement appointed IT projects.  Works in conjunction with Helpdesk technicians as well as other technical groups to assure all IT needs are satisfied in accordance to the Helpdesk Manager.  This includes direct response to user needs and/or routing needs to appropriate Help Desk technician, or appropriate departments as well as being tasked with special projects as directed.  Serves as an escalation point for level 1 and 2 help desk tickets/calls. Responsibilities: Performs trouble shooting accordingly on all helpdesk tickets and escalates to other departments if necessary Manages special projects as directed Manages dedicated applications/hardware/software Provides hands-on technical assistance to users and helpdesk staff when necessary Investigates and resolves computer software, hardware, network, and printing equipment for customers Follows up with consumers to ensure that their needs have been met Follows up with technical staff to ensure closure of calls Uses remote support tools to troubleshoot and resolve PC/Mac issues Configures, images and tests computers, ensuring that computer systems are functioning properly before deployment Coordination of computer maintenance with other Information Technology professionals such as Network Engineering staff and IT Purchase Follow quality standards, documents work, and displays strong customer service skills Strong communication skills; both written and spoken Additional responsibilities, as required Experience and Skills: Solid understanding and 10 years’ experience in customer support Helpdesk operations Solid understanding of Windows 10, Windows 11, macOS, iOS Apple Certified Support Professional, Apple Certified Macintosh Technician, or strong experience equivalent Experienced in computer management tools such as JAMF, Intune, Azure, etc. Proficiency in Microsoft 0365 including EAC Ability to provide excellent customer service even during stressful situations Ability to multitask and carry tasks to completion with high levels of detail Ability to solve technical or operational problems and evaluate options based on relevant information, resources, experience, and knowledge Ability to manage significant activities, and resources to produce and take responsibility for resultsThe candidate must have the ability to work on-site in Atlanta, Georgia *This corresponds to BF Helpdesk III

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