Service Desk II

Overview

SERVICE DESK II

Job Summary:

The Service Desk II position is a highly service-oriented technical support role that is responsible for hardware and software troubleshooting and support for internal SelectQuote associates both in the office and remotely. This position will require an “on the job” supervised training period where the individual will learn our internal telecom systems common network and hardware troubleshooting issues.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities:

Solves computer-related problems

Troubleshoots hardware and software issues for in-facility and remote associates

Resolves service desk tickets and updates work logs in the ticketing system

Inventory management and updates

Understands and troubleshoot custom CRMs and VOIP environment

Assists in monitoring networked computer equipment

Supports associate onboarding and equipment setup

Escalation contact for Service Desk Level I

Inventory management and updates

Assist with building and configuring new computer systems including operating systems security updates and virus software

Training and mentoring

Maintaining Active Directory objects

Manages reporting access

Supports office audio/visual systems

Interacts with 3rd-party support

Skills/Abilities:

Critical thinking

Strong attention to detail

Ability to quickly adapt to new circumstances as they arise

Ability to gain knowledge and understanding of internal software

Works well under pressure

Excellent oral and written communication skills

Strong interpersonal skills

Education and Experience: 

Bachelor’s degree preferred

2+ years of experience in a technology-oriented role required

(preferably in the following environments)

 Helpdesk

Software support

6 months of experience with PC hardware troubleshooting required

Familiarity with call center environments preferred

Certificates/Licenses/Registration

Financial Responsibilities (budget revenue):

This position has no budget responsibility authority and/or level of control.

Physical Requirements:

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values:

Service: We create positive customer experiences. 

Entrepreneurship: We create innovate & take risks. 

Leadership: We build & invest in high-performing teams. 

Empowerment: We embrace a changing environment. 

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.

Responsibilities

More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs.

But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched.

Qualifications

The Service Desk II position is a highly service-oriented technical support role that is responsible for hardware and software troubleshooting and support for internal SelectQuote associates both in the office and remotely. This position will require an “on the job” supervised training period where the individual will learn our internal telecom systems common network and hardware troubleshooting issues.

Supervisory Responsibilities:

• This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities:

• Solves computer-related problems
• Troubleshoots hardware and software issues for in-facility and remote associates
• Resolves service desk tickets and updates work logs in the ticketing system
• Inventory management and updates
• Understands and troubleshoot custom CRMs and VOIP environment
• Assists in monitoring networked computer equipment
• Supports associate onboarding and equipment setup
• Escalation contact for Service Desk Level I
• Inventory management and updates
• Assist with building and configuring new computer systems including operating systems security updates and virus software
• Training and mentoring
• Maintaining Active Directory objects
• Manages reporting access
• Supports office audio/visual systems
• Interacts with 3rd-party support

Skills/Abilities:

• Critical thinking
• Strong attention to detail
• Ability to quickly adapt to new circumstances as they arise
• Ability to gain knowledge and understanding of internal software
• Works well under pressure
• Excellent oral and written communication skills
• Strong interpersonal skills

Education and Experience: 

• Bachelor’s degree preferred
• 2+ years of experience in a technology-oriented role required (preferably in the following environments: Helpdesk, Software support)
• 6 months of experience with PC hardware troubleshooting required
• Familiarity with call center environments preferred

Certificates/Licenses/Registration

• Project Management (PMP) certification is a plus

Physical Requirements:

Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites.  The noise level in the work environment is usually moderate.

Prolonged periods of sitting at a desk and working on a computer.

SelectQuote Core Values:

Service: We create positive customer experiences. 

Entrepreneurship: We create innovate & take risks. 

Leadership: We build & invest in high-performing teams. 

Empowerment: We embrace a changing environment. 

Courage: We challenge the status quo & drive continuous improvement.

Teamwork: We help support & celebrate each other.

Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required.

At this time SelectQuote does not hire applicants who solely possess temporary work visas requiring employer sponsorship of any kind including but not limited to OPT, H-1B, L-1, O-1, TN, F-1, J-1, E-3, etc.

SelectQuote Insurance Services does not discriminate against any applicant for employment, or any employee because of age, color, sex, disability, national origin, race, religion, or veteran status.