Support Specialist - Service Desk, Technology Customer Strategies
Job Description
What's your motivation? Opportunity. Creativity. Contribution. It's all part of working for the American Heart Association---where you can contribute professional growth with personal fulfillment. So if you're considering a rewarding career, consider the American Heart Association. We have an excellent opportunity for a Support Specialist in our National Service Center office in Richardson, TX.
The selected candidate will provide hardware and software support for AHA national Center and affiliate staff via phone, document processes and provide users with education and remote focus sessions and comply with AHA business, hardware and software standards.
Responsibilities will include, but are not limited to
'Providing phone support to National Center and affiliate AHA staff for hardware, software and Enterprise application users to include clear and thorough documentation using call center tracking system.
'Addressing operational functionality for computer use.
'Serving as lead for one or more business applications and/or support processes.
'Identifying broad issues and escalating to manager or appropriate group.
'Performing troubleshooting for desktops, laptops, printers and other supported products.
'Supporting AHA VPN connectivity and upgrading of new software product rollout.
'Assisting in identifying training needs for users and support center staff.
'Providing backup coverage for Desk side and Administration as needed and on-call support on a rotating basis.
Please review the experience section below to see if you meet the qualifications for this position.
| Qualified candidates will have the following experience and background: 'Bachelor's degree is desired. 'Minimum of 1 year experience in help desk or related field. 'Minimum of 1 year experience in Windows 7 environment and support of remote users ( VPN, Wireless). 'Minimum of 1 year experience troubleshooting (HW/SW). 'Technical skills supporting such applications as MS Windows software, Internet Explorer and other non-Microsoft applications on client computers. 'Demonstrated, strong documentation, process and follow-through skills. 'Technical skills in facilitating resolution and using remote control tools. 'Ability to interact and communicate with customers of all levels and clearly exchange ideas, facts and information. 'Excellent written communications including customer correspondence and developing technical documentation. 'Ability to prioritize workload, multiple projects and keep management informed with limited supervision. Attracting talented, committed employees means offering a competitive benefits package, ongoing professional development and training, and a diverse and inclusive environment in which to work and grow. And we do. To apply for this position or to see other opportunities with the American Heart Association please visit www.heart.org/careers. We no longer accept mailed, faxed or e-mailed resumes. Please apply for positions directly through our website. Only those candidates deemed most qualified by the hiring manager will be contacted to interview. The American Heart Association is an Equal Opportunity Employer and works to prohibit discrimination and to assure fair and uniform treatment of applicants and employees in all aspects of Human Resources administration without regard to political or religious opinions or affiliations, membership or non-membership in employee organizations, age, sex, disability, race, color, national origin, religion, sexual orientation, marital status or any other non-merit factor. |