Technical Support Specialist I - CloseKnit (Remote)
CareFirst
- Baltimore, MD
- $37,800-69,300 per year
- Permanent
- Full-time
- Provides answers to users by identifying user problems; researching answers; guiding user through corrective steps.
- Supports 24x7x365 operations by participating in an oncall rotation.
- Administers compliance and security policies on end user access.
- Improves user references by recommending documentation updates.
- Identifies and documents system problems and risks; recommends changes. escalates any data breaches to the appropriate teams.
- Improves help desk job knowledge by attending training sessions; reading technical publications. Contributes to help desk and organization success by welcoming related, different, and new requests; helping others accomplish job results.
- Develops user training programs by identifying learning issues, recommending instructional language.
- Zendesk Knowledge
- Experience resolving issues with computer hardware or software.
- Technical certification
- ITIL certification
- Strong technical and computer skills.
- Ability to recognize, analyze, and solve a variety of problems.
- Excellent communication skills both written and verbal.
- Skill in completing assignments accurately with attention to detail.
- Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.
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