IT Service Desk Specialist I (Des Moines, IA) Location US-IA-Des Moines Job ID 212967 Category Information Technology Requires Non-Compete? No Job Summary Our Ideal Candidate: You look forward to providing top notch customer service over the phone. Customer service isnt just something you do, it is something that fulfills you at the end of the day. You are naturally inquisitive to effectively troubleshoot a customers needs. About the Career: In this role, under direct supervision, you will provide first-level phone support for internal and external users including password resets, application troubleshooting, remote support and software and network related issues supporting the service desk M-F with occasional on-call after hours support. You will be responsible for providing service desk incident from triage to resolution, and if necessary escalation. You will follow documented processes and procedures, and write clear and concise documentation of incidents, problems and changes as appropriate. Schedule: 8 hr shift between 8am-6pm M-Th and Friday 8am-5pm. On-call on a rotating basis (approx. 1 out of 5 weeks, subject to change based on business need) Why Wellmark Technology? At a time when technology is creating new business models, disrupting industries and creating valuable experiences for consumers, our role as technology team members must elevate an organization through innovative transformation, modernized technology and delivery of new business strategies, including an aim to continuously evolve and enhance the customer experience. At Wellmark, our technology transformation program is called ASCEND and is led by our empowered technology leaders and team members. Together, we are leaning into the future, owning the outcome and working together to transform how we work and what innovative solutions we deliver. Minimum Qualifications Required (all must be met to be considered) High School Diploma or GED Up to 1 year experience in a customer service/technical help desk environment Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause. With the ability to generate solutions. Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and non-technical audiences, all while maintain a high level of customer service. Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization. Hiring Specifications Preferred Associates Degree or direct and applicable work experience 1+ years experience in a customer service/technical help desk environment Citrix experience Professional Certifications (i.e. Microsoft Certified IT Professional (MCITP), A+, Foundation Certification - Information Technology Infrastructure Library (ITIL) Job Accountabilities a. Provide first-level phone and in person support to internal and external customers. Troubleshoot and will assist in the setup/installation of personal computing/voice systems, hardware, software and networking related issues. Will also support routing of external customer calls via the phone operator system. b. Ensure support and service request phone calls, emails and problems are properly documented/ logged, tracked, and resolved or escalated as indicated by support documentation or as appropriate and completed within prescribed Service Level Agreements. c. Follow documented processes and procedures, by utilizing the knowledge management systems. d. Coordinate requests submitted for hardware and software while collaborating with appropriate Wellmark teams to adhere to standard hardware and software policies. e. Engage with service desk team members to prepare in advance for releases and rollouts to anticipate customer inquiries. f. Keep up to date with company policies and procedures. g. May participate in root cause incident analysis to identify problems and patterns. h. Maintain compliance with all applicable legal, regulatory, licensing, governance, and contractual requirements by helping to establish and monitor effective processes and procedures. i. Other duties as assigned. Options Apply for this job online Apply Share Refer this job to a friend Refer Sorry the Share function is not working properly at this moment. Please refresh the page and try again later. Share on your newsfeed Application FAQs Software Powered by iCIMS www.icims.com