Specialist II, Desktop Support
Resurgent Capital Services

About Us

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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Job Description:

The Desktop Specialist II provides advanced support for the local desktop environment and, as necessary, provides coverage for Desktop Level 1 and Service Desk responsibilities. They are an "advocate of the customer" by their ability to recognize, report and resolve requests, and issues, to aid business personnel to complete job responsibilities that utilize IT resources. They are expected to follow established business practices for effective IT Service Management which can include vendor management and interaction. They will be involved in, and possibly lead, IT projects that improve business productivity, which include but aren't limited to system refreshes, and cube / office reconfigurations. They will possess project management skills to track, monitor and complete assigned IT projects. They will be involved in the development of knowledge articles and team practices for use by both end-users and teammates to enhance case resolution.

Responsibilities:

• Provide clear, courteous, professional and timely written and verbal communication to business personnel regarding status of cases and projects
  
• Provide both on-site and remote desktop support to business personnel on their IT needs
  
• Triage, resolve or escalate cases based on personal skills, IT resources and departmental procedures
  
• Monitor case management system to effectively route or resolve cases
  
• Manage cases to Service Level Objectives to provide timely support to business personnel
  
• Document actions in case management, or dev ops / project, system to provide repository of information for future cases
  
• Provide support and documentation of critical IT processes such as Priority 1 / Priority 2 Sysetm Outages and production Change Release processes
  
• Maintain health and functionality of systems through software, hardware and driver updates
  
• Reduce organizational exposure to system vulnerabilities by applying patches and updates per security guidelines and approved processes
  
• Utilize available resources to expand knowledge of supported business systems to reduce time to fulfill requests or resolve issues
  
• Deploy, retrieve or dispose of computer equipment per organizational and case standards and guidelines
  
• Maintain Asset Management system, especially surrounding deployment and disposal activities, per organizational standards and guidelines
  
• Gather and analyze case data to document, and recommend, process or system improvements
  
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
  
• Create, update and remove knowledgebase documents to provide relevant resources to other technicians and business personnel
  
• Serve as a knowledge resource to junior team members
  
• Coordinate with manager, and affected business personnel, to complete furniture installations and reconfigurations
  
• Maintain vendor certification(s) to self-dispatch parts and request technical support
  
• Provide on-call support, based on experience and operational need
  
• Limited travel, as needed
  
• Other duties as assigned
  

Qualification/Skills

• Either of the following are required: 2+ years of experience as an IT Desktop Specialist II or A+ certification and 2+ years of experience as an IT Desktop Specialist I
  
• Help Desk Institute (HDI) Technical Support Center Professional, preferred but not required
  
• Advanced troubleshooting skills for triage and resolution of complex computer issues
  
• Advanced written and oral communication skills for effective interactions with all levels of the organization
  
• Self-motivated with the ability to work independently as well as part of a collaborative team
  
• Self-starter that will learn and support new, emerging technologies in the environment
  
• Detail-oriented, analytic and extremely organized
  
• Ability to effectively prioritize and execute tasks in a high-pressure environment
  
• Experience with Active Directory / Entra, Azure, DNS and DHCP
  
• Experience with VPN technologies for remote users
  
• Moderate experience with A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software
  
• Moderate experience with wiring closets, patch panels, testing and terminating network cabling
  
• Required experience with TCP/IP network fundamentals in relation to end user support for network connectivity
  
• Experience with telephony systems knowledge including the deployment of IP based telephones and Voice Mail Support
  
• Experience with mobile end user telephony services to assist users in installing organizational mobile apps or utilize cellular cards in PCs
  
• Proficient in analysis and problem solving with a range of diagnostic utilities
  
• Demonstrated knowledge of electronic repair, troubleshooting techniques and equipment testing
  

Educational Requirements:

• BS degree in Information Technology, Computer Science, preferred
  

Resurgent is an Equal Opportunity employer that is fueled by our diverse and inclusive work environment. Are you excited about this opportunity, but your skills and experience aren't an exact match? We encourage you to apply anyway! You may be just the person we are searching for to fill this or another position. We would love to consider you for the Resurgent team!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity or any other factor protected by applicable federal, state, or local laws.

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