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Staff Temp- Service Desk Install Specialist

Company: Advance America
Location: Spartanburg
Posted on: March 24, 2020

Job Description:

Address : 135 N Church Street , Spartanburg , South Carolina , United States - 29306

Since 1997, Advance America has helped millions of hardworking people with a variety of personalized financial solutions. We are a nationally recognized, fully licensed financial services company with over 1,900 locations and online lending services.

We are currently seeking highly-skilled, career-oriented individuals ready to be part of a growing company!

We offer:



  • Competitive Wages
  • Uncapped Bonus Potential
  • Life/Health Benefits
  • 401(k) Savings Plan
  • Educational Assistance
  • Paid Vacation/Holidays
  • Great Schedules
  • Comprehensive Training

    To learn more about Advance America visit Advance America Website

    This position reports to Service Desk Analyst and, is responsible for handling first level support for company service requests. Technology support Includes: workstations, printers, networks, point of sale software, and other company software. Service Desk Specialists will provide accurate and timely responses to support request that come into the Service Desk via phone, email, voicemail, and self-service portal.

    Other duties as assigned.

    Support:



    • IT Support, relating to technical issues involving Microsoft core applications, operating systems, point of sale systems, and other company software.
    • Basic technical support at the network level: WAN and LAN connectivity, routers, switches, computers, and peripherals.
    • Assist users in over-the-phone support

      Influence:



      • Create knowledge articles to publish for others to use.

        Drive:



        • Use of Active Directory, Command Prompt, and remote tools to assist in resolving issues.
        • Use SQL to perform basic selects to assist in documentation, troubleshooting, and research.
        • Accurately and consistently document all reported issues using the ticket management software with all proper information, screenshots, video, attachments as needed.
        • Perform first level analysis on each issue, reviewing knowledge base, system, operational documentation and criteria.
        • Report any issues that are unable to be resolved to an Analyst, Team Lead, or other escalation method as needed.
        • Follow up on open issues to ensure adequate resolution of all reported issues. Including: hardware and software issues, installation of replacement hardware components, and completion of escalated items.
        • Communicate technical information to non-technical personnel.
        • Fast turnaround of customer requests.


          Manage or Direct:



          • Complete Contact Ownership - Once an issue has been reported, it is the Specialist's responsibility to ensure that the issue is resolved.

            Maintain:



            • Provide ongoing Customer Service.
            • Work with other employees within the company while maintaining a positive attitude/work environment.

              Accountability

              Understand, adhere to and enforce all corporate policies including, but not limited to, Advance America's Creed, Code of Ethics and Information Security Policies.

              Equivalent Education Level Required: High School Diploma or equivalent, required. Associates Degree in troubleshooting, programming, networking, preferred. Certifications preferred.

              Experience Required: 6+ months experience with network capabilities, troubleshooting, IP phones, laser printers, and Windows XP7/8. Experience with remote support, SQL, ticketing software, preferred. This role requires a candidate with Customer Service experience.

              Knowledge Required: Excellent written and verbal communications skills as would be needed to communicate in person, by phone, and through email; adaptability and flexibility to changing environment; and comfortable working in a dynamic, high volume, fast-paced environment. Ability to read, write, evaluate, and apply information. Ability to interact professionally and exhibit appropriate social skills. Ability to understand and ensure compliance with policies, procedures, and laws governing our industry/business and products. Ability to develop and maintain business relationships. Basic technical knowledge of Windows Operating systems, service desk software and PC hardware; excellent telephone mannerisms and customer service skills; team mentality; ability to identify problems; persistence in seeking resolution.

              Physical Requirements: Sitting for long periods of time; standing occasionally; walking; bending; squatting; kneeling; pushing/pulling; reaching; twisting; frequent lifting of less than 10 lbs., occasional lifting of up to 20 lbs.; typing; data entry; grasping; transferring items between hands and/or to another person or receptacle; use of office equipment to include computers; ability to travel to, be physically present at, and complete the physical requirements of the position at any assigned location.

              Travel: No Travel.

              Attire: Professional attire (as required by company standards).

              Other: Must be eligible to work in the USA and able to pass a background check.

              ---------------------IND1

              All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

              Requisition ID: 225

Keywords: Advance America, Spartanburg , Staff Temp- Service Desk Install Specialist, Other , Spartanburg, South Carolina

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