Service Desk Specialist I

As a leader in Medicare health insurance distribution, Spring Venture Group guides people through one of their most important life decisions — finding the right insurance coverage. We are on a mission to be the most trusted partner for our customers and our people, enabling empowered decisions along the journey to health and financial well-being. 

Spring Venture Group offers incredible culture, benefits, and fantastic income potential in a stable and successful work environment at a Medicare agency. This starts with a workplace that empowers people to do their best work. Come build a rewarding career and make a meaningful impact on peoples’ lives in an environment that values your determination. Join our diverse, inclusive team and get ready to crush your goals!

This role is onsite in our downtown office and shifts fall between 8am - 5pm.

OVERVIEW

The Service Desk Specialist I is responsible for supporting the productivity of company staff by ensuring they have the proper and functioning IT equipment, and timely resolving or escalating issues as they arise.
 

ESSENTIAL DUTIES

The essential duties for this role include, but are not limited to: 

• Create new hire boxes if needed. Setup and troubleshoot new hire classes
• Monitor tier 1 ticketing que to ensure timely resolution of problems while ensuring that customers are satisfied. Verify tickets get linked to the correct boards for resolution
• Participate in the incident response process which involves investigating and troubleshooting issues, communicating key findings, and resolving issues; communicate in chat for direction as needed 
• Help test, facilitate and assist in projects with provided instruction as they arise 
• Maintain and update company processes, procedures, system standards, documentation, knowledge base articles, and other resources related to the Service Desk
• Install and support office audio and visual equipment.
• Participates in training and professional development sessions.
• Accurately and effectively communicates pertinent information to the appropriate stakeholders.
• Participate in on-call rotations and triage or resolve critical issues that come up outside of standard working hours along with workroom duties 
• Demonstrates curiosity in customer service, proactively seeking improvements and questioning existing methods to find better solutions.
• Solves problems and makes decisions on a daily basis relative to Service Desk responsibilities. 

ROLE COMPETENCIES

The competencies for this role include, but are not limited to: 

• Ability to think through a problem from multiple viewpoints.
• Teachability, in technical, and customer service areas.
• Exemplify the desired culture and philosophies of the organization.

Education/Experience:

• Degree not required / 1-3 years related experience

Skills/Specialties:

• Customer service, Hardware/Software troubleshooting

• Knolwledge of Okta and Jira.

• CompTIA A+ is a plus

Security Responsibilities

• Operating in alignment with policies and standards
• Ensuring acquisition and procurement follows security standards
• Promoting and supporting alignment with security standards for all areas of responsibility
• Reporting Security Incidents
• Completing assigned training
• Protecting assigned organizational assets

• Competitive compensation Medical, Dental and Vision benefits after a short waiting period
• 401k matching program
• Generous paid time off program with an additional company break during the holidays
• Annual Volunteer Time Off (VTO) and a donation matching program
• Life Insurance Employee Assistance Program (health & well-being on and off the job) Rewards and Recognition
• Maternity and Parental Leave Training program and ongoing support throughout your entire Spring Venture Group career
• Diverse, inclusive & welcoming culture
• Optional enrollment options include HSA/FSA, AD&D, Spousal/Dependent life insurance,  Short Term/Long Term Disability, Travel Assist, and Legal plans

Spring Venture Group is an Equal Opportunity Employer

Spring Venture Group is an Equal Opportunity Employer