Help Desk Specialist II

Job Description

Job Description

The Help Desk Specialist (HDS) provides internal and external support to CorVel users and CorVel customers. During a normal help desk request, a Help Desk Specialist will listen to the details of the issue, pose questions that will narrow down the issue and resolve or escalate the issue as needed.

The Help Desk Specialist must document, track, and monitor issues to ensure a timely resolution. The Help Desk Specialist must possess excellent communication skills including verbal, written, and telephone etiquette as well as possess above average ability to interpret, analyze, troubleshoot, and resolve technical issues.

The HDS must be decisive, conscientious, and interact well in a team environment. Must have a strong desire to learn and be able to follow policies and procedures.

The HDS will work under general supervision. Candidate must have a strong working knowledge of and experience with computer hardware, software, connectivity, and peripheral devices in a diverse environment.

This is a remote role. Work hours are 7am - 4pm Pacific Time.

ESSENTIAL FUNCTIONS & RESPONSIBILITIES :

• Work in a fast-paced corporate environment with customers to resolve IT related issues.
• Use remote support software to resolve computer related issues.
• Use ticketing software to input computer related issues, and escalate to other IT Departments as needed.
• Rely on experience and judgment to plan and accomplish goals.
• Perform a variety of complicated tasks in which a wide degree of creativity and latitude is expected.

KNOWLEDGE & SKILLS :

Interpersonal : Must possess excellent communication skills and telephone etiquette. Position deals with customers on the telephone working on minor to complex computer related issues.

Ability to empathize with non-technical customers, and help resolve IT related issues in a timely manner. Must be a team player, and work well in a team environment.

Mental : Ability to spend long periods on the telephone working with non-technical customers to resolve computer related issues.

Requires ability to switch between tasks quickly, high-level organization skills, and an analytical mindset.

At least three years of experience working in a corporate environment resolving issues with Microsoft Technologies.

EDUCATION & EXPERIENCE :

• High School Diploma
• CompTIA A+ Certification
• Customer Service Background.
• Experience working in a high-volume Call Center, Help Desk, or Customer Service environment.

PAY RANGE :

CorVel uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors : federal, state, and local minimum wage requirements, the geographic location differential, job-related skills, experience, qualifications, internal employee equity, and market conditions.

Our ranges may be modified at any time.

For leveled roles (I, II, III, Senior, Lead, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role.

The level may impact the salary range and these adjustments would be clarified during the offer process.

Pay Range : $21.16 - $34.04 per hour

A list of our benefit offerings can be found on our CorVel website : CorVel Careers Opportunities in Risk Management

In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first.

ABOUT CORVEL :

CorVel, a certified Great Place to Work® Company, is a national provider of industry-leading risk management solutions for the workers’ compensation, auto, health and disability management industries.

CorVel was founded in 1987 and has been publicly traded on the NASDAQ stock exchange since 1991. Our continual investment in human capital and technology enable us to deliver the most innovative and integrated solutions to our clients.

We are a stable and growing company with a strong, supportive culture and plenty of career advancement opportunities. Over 4,000 people working across the United States embrace our core values of Accountability, Commitment, Excellence, Integrity and Teamwork (ACE-IT!).

A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w / Pharmacy, Dental, Vision, Long Term Disability, Health Savings Account, Flexible Spending Account Options, Life Insurance, Accident Insurance, Critical Illness Insurance, Pre-paid Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and paid time off.

CorVel is an Equal Opportunity Employer, drug free workplace, and complies with ADA regulations as applicable.

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