Help Desk Specialist I

Foundation Finance Company, LLC; Rothschild (WI); On-site; USD 57,308,000 - 65,904,000; Full time

Benefits offered by this job

Day-one Health Benefits

401(k) with company match

Paid Time Off

Parental Leave Options

Job summary

Foundation Finance Company, LLC is seeking a Help Desk Specialist to support staff by resolving hardware and software issues, providing end-user assistance, and maintaining documentation. The role includes diagnosing LAN/WAN problems, managing tickets, and delivering training materials.

Candidates should have an Associate degree or equivalent, knowledge of common office software, and strong communication skills.

Qualifications

• Associates degree or equivalent work experience.
• A+ certification or similar designation is a plus.
• Knowledge of spreadsheet, word processing and internet software.
• Strong typing skills.
• Strong attention to detail.
• Professional phone presence and excellent verbal and written communication skills.

Responsibilities

• Resolve hardware and software issues and provide end-user support.
• Maintain ticket queue and document resolutions.
• Process calls and emails per SLA and policies.
• Create training materials for end users and document desktop software and hardware.
• Respond to IT equipment/applications queries and diagnose issues to implement solutions.
• Coordinate installation, repair and upgrades of computer hardware and peripherals.
• Collaborate with IT staff to provide cross-team support.

Skills

Strong typing

Attention to detail

Professional communication

A+ certification

Education

Associates degree in Computer Science or related field

Tools

Spreadsheet software

Word Processing software

Internet software

Job description

Help Desk Specialist Description & Duties:

The Help Desk Specialist supports staff by resolving hardware and software issues, providing support to end users and their devices, and providing technical assistance and support related to computer systems and various IT equipment.

USD $20.00 - USD $23.00 /Hr.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Trouble shoots complex technical issues and provides timely and effective solutions.
• Assist in maintaining ticket queue by thoroughly and efficiently processing requests and providing documentation of resolution within the ticket.
• Ensure call handling, email communication, and other electronic communications are processed according to department SLA’s and policies.
• Create training documentation for end users; prepare required/needed documentation for operational desktop software, system software, and device hardware, and effectively assist/train associates on complicated issues.
• Respond to queries related to IT equipment and applications and run diagnostic programs to isolate issues and implement solutions. Follow up with staff to ensure incidents are resolved, requests are filled, and customer communication is complete.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Coordinate the installation, repair, and upgrades of various computer hardware, software, and peripherals for users and perform Preventative Maintenance (PM) on end user devices within scheduled periods
• Ensure the highest standards of customer service are maintained in accordance with policies and procedures set for by Foundation Finance Company and be a strong team player willing to work with and assist team members and end users.
• Collaborate with other internal IT department personnel to provide support on issues that are outside the scope of their knowledge or expertise.

Other duties as assigned by management. Must be able to come to work promptly and regularly. Must be able to take direction and work well with others. Must be able to work under the stress of deadlines. Must be able to concentrate and perform accurately. Must be able to react to change productively.

Minimum Qualifications:

• Associates degree in Computer Science, Information Technology, Business Technology, or related field of study, or equivalent work experience.
• A+ certification or similar designation is a plus.
• To perform this job successfully, an individual should have knowledge of Spreadsheet software; Word Processing software and Internet software.
• Strong typing skills.
• Strong attention to detail.
• Professional phone presence and excellent verbal and written communication skills.

About Foundation Finance:

Foundation Finance Company (FFC), a Great Place to Work® certified company since 2017, is a fast-growing consumer finance company working with home improvement contractors across the U.S. to drive sales through flexible, customer-focused financing options.

Available Benefits:

• Day-one Health Benefits (medical, dental, vision, and flexible spending options like HSA or FSA accounts).
• 401(k) with company match enrollment on day-one.
• Paid, Sick and Volunteer Time Off
• Paid Parental Leave Options
• Employer Paid Life and Disability
• Wellbeing on Demand Program
• Flexible Work Environment with a casual dress code

Employment status (full-time or part-time) may affect eligibility for certain benefits. Some benefits become available only after a specified period of employment. Please refer to our Benefits page for details.

Office environment with significant time spent sitting, typing and talking on the telephone.

Foundation Finance Company provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Foundation Finance Benefits

These benefits are designed to support our employees in their professional growth, health, and overall well-being. Eligibility, coverage details, and enrollment processes will be provided during the onboarding process. At Foundation Finance Company, we are committed to fostering a positive work environment where employees can thrive both personally and professionally.

Remote Work Disclaimer

Foundation Finance Company LLC requires that remote employees must reside in one of the following states to be considered for any of our remote positions: AL, AR, AZ, CO, FL, GA, IL, IN, KY, LA, MD, MI, MN, MO, MS, NC, NJ, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, and WI.