Experienced Technical Support Specialist – IT Customer Service & Support for blithequark

Introduction to blithequark

At blithequark, we are driven by a single, clear purpose: to bring our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors support this purpose, empowering every team member to feel valued and play a significant role in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient, and affordable.

Job Overview

The IT Service Center Technician at blithequark provides technical phone support for blithequark employees, contractors, clients, and vendors. This role is crucial in ensuring the smooth operation of our IT systems and delivering exceptional customer service. As an intermediate hardware and software technical support resource, you will be responsible for answering calls, opening and escalating tickets, triaging and troubleshooting support issues, and determining the business impact of an issue to escalate outages correctly.

Key Responsibilities

• Provide advanced level technical support for all PC hardware, software, and peripherals, while assisting in maintaining the stability of LAN/WAN connections and ensuring a consistent high level of quality.
• Consistently adhere to defined Service Desk processes, policies, and procedures.
• Record, track, and report on all customer incidents and service requests through to completion within defined and documented Service Desk SLA’s.
• Acquire and maintain an advanced level of knowledge for supported products and support policies.
• Proactively research and stay abreast of new technology, including but not limited to Windows 7/8/10, Office 2007/2010/2013, and Desktop/Laptop security solutions.
• Deploy software using automated tools.
• Work on complex problems or assignments of a large scope, analyzing situations or data and applying specialized skills, conceptual knowledge, training, methods, techniques, and experience.

Essential Qualifications

To be successful in this role, you will need:

• 1+ years of call center phone support experience.
• 1+ years of experience with Microsoft Operating Systems, including Windows XP/7/8/10; MS Exchange/Outlook 2007/2010/2013 environments; IE 8/10/11, Chrome; Active Directory; Microsoft Applications, including the MS Office Suite; Mainframe and Emulators; Unix/Putty; Citrix; SQL Server; remote computer control software; HP Printer Support.
• Ability to work one of the following schedules: 6AM-2:30PM EST Off Thursday and Sunday or 6AM-2:30PM EST Off Thursday and Friday.
• High school diploma or GED or equivalent experience.

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Two (2)+ years of desktop support experience.
• Excellent Customer Service skills.
• Strong Analytical Skills.
• Ability to adapt to an ever-changing environment.
• Ability to handle a high-stress environment.
• Experience working in a high call/ticket volume environment.
• Strong critical thinking skills.
• Experience with SCCM, Dameware, and ServiceNOW (or similar Service Desk ticketing system).

Skills and Competencies

To excel in this role, you will need to possess:

• Strong technical skills, including proficiency in Microsoft Operating Systems, software applications, and hardware.
• Excellent communication and customer service skills, with the ability to effectively interact with customers, colleagues, and management.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Ability to work independently and as part of a team, with a strong focus on collaboration and teamwork.
• Adaptability and flexibility, with the ability to work in a fast-paced, dynamic environment.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Technical Support Specialist, you will have access to a range of training and development opportunities, including:

• Comprehensive training programs to enhance your technical skills and knowledge.
• Opportunities for career advancement and professional growth.
• Access to a range of online courses and resources to support your ongoing learning and development.
• A supportive and collaborative work environment that encourages innovation and creativity.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive work environment. Our company culture is built on a foundation of respect, empathy, and compassion, and we are committed to creating a workplace where everyone feels valued and supported. As a Technical Support Specialist, you will be part of a dynamic and diverse team that is passionate about delivering exceptional customer service and making a positive impact on the lives of our customers.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package that includes:

• A base hourly rate or base annual full-time salary that reflects your experience and qualifications.
• Eligibility for a bonus, commission, or short-term incentive program.
• A range of medical, dental, and vision benefits to support your health and wellbeing.
• Access to a 401(k) retirement savings plan and an Employee Stock Purchase Plan.
• A fully-paid term life insurance plan and short-term and long-term disability benefits.
• A range of well-being programs, education assistance, and free development courses to support your ongoing learning and growth.
• A CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Conclusion

If you are a motivated and customer-focused individual with a passion for technology and delivering exceptional customer service, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Technical Support Specialist, you will play a critical role in supporting our customers and colleagues, and contributing to the success of our organization. Don’t miss out on this opportunity to bring your heart to every moment of your work and make a positive impact on the lives of our customers. Apply now to join our dynamic and supportive team at blithequark!