Senior Help Desk Specialist

Job Summary:

Job Title: Senior Help Desk Specialist

Job Summary: The Senior Help Desk Specialist provides technical support to end-users, diagnosing and resolving hardware/software issues in a timely manner. The role involves owning and managing service requests, escalating unresolved issues, and collaborating with internal IT teams to ensure a high level of customer satisfaction. The Senior Specialist also helps lead the team in maintaining SLAs and streamlining IT processes.

Key Responsibilities:

Technical Support:

• Respond to technical issues as they arise and provide timely resolution.
• Investigate, diagnose, resolve, and recover from hardware/software problems.
• Escalate unresolved issues to second or third-level support in accordance with established escalation procedures.

Incident Management:

• Maintain ownership of user issues and ensure resolution within a reasonable timeframe.
• Record incident resolutions in the Jira Service Desk ticketing system.
• Help lead the group efforts in assigning tickets and maintaining Service Level Agreement (SLA) requirements.

Collaboration and Communication:

• Collaborate with IT and Cyber Security teams to address important issues and improve transparency.
• Provide feedback to IT on technology environments and customer needs.
• Communicate effectively with internal and external contacts, ensuring continuous status updates for customer satisfaction.

Training and User Support:

• Train users on new company-provided applications and assist with troubleshooting.
• Confer with users and IT personnel to develop new approaches for user assistance.
• Ensure that user assistance is provided efficiently and effectively.

Monitoring and Reporting:

• Periodically monitor assistance efforts and provide management with assessment reports and recommendations for improvements.
• Maintain records, logs, and reports of assistance provided.

Preventive Maintenance and Network Support:

• Manage network and PC preventive maintenance logging to ensure network and data integrity.
• Support server and network maintenance efforts, including hardware troubleshooting, LAN/WAN configuration, and cable management.

Other Duties:

• Perform additional tasks and duties as assigned by management.

Qualifications:

Experience:

• Minimum of 3-4 years of experience in help desk support or a related field.
• Proven experience with troubleshooting and repairing desktop IT systems, applications, and virtual environments.

Technical Knowledge:

• Strong understanding of TCP/IP protocols and LAN/WAN configuration.
• Knowledge of Active Directory, DNS, Group Policy, Proxy, and basic network troubleshooting.
• Understanding of network setup, switching, wireless AP, and cable management.
• Knowledge of desktop security concepts including Antivirus deployment, patch management, disk encryption, end-user backup, and RSA SecurID.
• Knowledge of Jira/Atlassian and Confluence is a plus.
• Knowledge or previous experience with VmWare Horizon Virtual Environments is a plus.

Skills:

• Strong communication, interpersonal, and problem-solving skills.
• Ability to work independently and in a team environment.
• Excellent organizational and coordination abilities.
• Ability to prioritize and plan work effectively, setting realistic goals and action plans.
• Strong attention to detail and ability to manage multiple assignments simultaneously.
• Excellent customer service skills, both in person and over the phone.
• Ability to take ownership and manage tasks with minimal supervision

Computer Skills

• Strong knowledge of standard Microsoft OS application suites such as Windows and Microsoft Office
• Knowledge and previous experience with MacOS platforms.
• Working knowledge of mobile device hardware & software including but not limited to Android, iOS, Google Chrome OS, etc.
• Skills in the use and deployment of virtual machines using VMWare. This includes but is not limited to desktops, servers, and applications.
• Robust knowledge of most common technology systems/applications such as Adobe, Helpdesk Ticketing Systems, etc.

Education:

• High school diploma required; bachelor's degree preferred.

Additional Skills:

• Ability to perform under pressure and meet stringent deadlines with minimal guidance.
• Ability to clearly and effectively communicate verbally, in writing and via telephone.
• Ability to provide customer driven support and service.

Commitment to Diversity and Equal Employment Opportunity

United Auto Credit Corporation, a wholly owned indirect subsidiary of Vroom, is an equal opportunity employer committed to creating and supporting a work environment where all employees can find their drive. To do that, we champion a workplace where each and every person is treated with dignity and respect and is valued for their unique perspectives and contributions. We believe our values of SPEED (Service, Progress, Employees, Engagement, and Development) are best realized in an environment, whether physical or virtual, where every individual has the ability to bring their whole selves to work and contribute fully.

UACC maintains a working environment that encourages mutual respect and promotes harmonious and friendly relationships among employees. The company prohibits any form of employment discrimination or harassment against employees, applicants, or other protected persons in the workplace based on a protected characteristic(s), regardless of who the source is of such conduct. Protected characteristics include race, color, religion, creed, sex (including gender, sexual orientation, gender identity or expression, or pregnancy, childbirth, or a related medical condition), national origin, ancestry, ethnicity, age, physical or mental disability, genetic information, service in the uniformed services, citizenship, or any other characteristic protected by federal, state, and/or local law. This commitment to antidiscrimination and antiharassment applies to all terms, conditions, and privileges of employment including, but not limited to, recruitment and hiring.

UACC likewise provides reasonable accommodations to qualified applicants, employees, or other legally protected individuals in the workplace with a disability to enable them to participate in the job application process, to perform the essential functions of a job, or to enjoy the benefits and privileges of employment equal to those of other employees, except if the accommodation would pose an undue hardship. The company also makes reasonable accommodations for religious beliefs and practices.

UACC complies with all applicable federal, state, and/or local laws relating to equal employment.

Other Things to Note

This posting is not intended to provide a comprehensive account of the duties and responsibilities that may be required of this position. Duties and responsibilities may change or be added at any time, with or without notice.

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