Specialist II, Service Desk

At Wipfli, people count.
At Wipfli, our people are core to everything we do-the catalyst behind our ability to create exceptional impact and extraordinary results.
We believe in flexibility. We focus on relationships. We encourage each individual to follow their own path.
People truly matter and they feel it. For those looking to make a difference and find a professional home, Wipfli offers a career-defining opportunity.
Under the direction of a Manager, the Specialist II provides quality technology support to
firm clients with a high degree of customer satisfaction, technical expertise, and timeliness,
in accordance with department policies and procedures
Responsibilities:

• Provides excellent customer service support to firm clients for Wipfli supported
  hardware and software issues of low to moderate complexity.
• Resolves issues in accordance with Service Desk Procedures.
• Develops and maintains general knowledge of major client systems including support
  policies and procedures.
• Assists other specialists or support staff through system knowledge transfer and training.
• Researches and responds to escalated issues and escalate further as required.

Qualifications:

• High School Diploma or an equivalent combination of education and experience.
• Two+ years of Helpdesk experience
• Requires a strong customer service background
• Prior computer system experience including Windows Operating System and
  knowledge of Microsoft Office products
• Ability to plan, prioritize, and organize work effectively and balance many projects simultaneously
• Ability to work under pressure and time deadlines
• Ability to analyze data and recommend solutions
• Ability to observe, think critically, and demonstrate a rational thought process and linear thinking
• Ability to know when to escalate or seek guidance on an issue or roadblock.
• Ability to obtain certifications or is working towards appropriate certifications.
• Strong written and verbal skills are very important for this position
• Hardware maintenance and repair skills
• Demonstrated skill in providing support for hardware and software in a MS environment
• Demonstrated good problem-solving skill

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Additional Details:
Wipfli is an equal opportunity/affirmative action employer. All candidates will receive consideration for employment without regards to race, creed, color, religion, national origin, sex, age, marital status, sexual orientation, gender identify, veteran status, disability, or any other characteristics protected by federal, state, or local laws.
Wipfli is committed to providing reasonable accommodations for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or participate in our recruiting process, please send us an email at [email protected]
Wipfli values fair, transparent, and competitive compensation, considering each candidate's unique skills and experiences. The estimated base pay range for this role is $21 to $34/hour with offers typically not made at the maximum, allowing for future salary increases. The actual salary at the time of offer depends on business related factors like location, skills, experience, training/education, licensure, certifications, business needs, current associate pay, and relevant employment laws.
Individuals may be eligible for an annual discretionary bonus, subject to participation rules and based on a variety of factors including, but not limited to, individual and Firm performance.
Wipfli cares about our associates and offers a variety of benefits to support their well-being. Highlights include 8 health plan options (both HMO & PPO plans), dental and vision coverage, opportunity to enroll in HSA with potential Firm contribution and an Employee Assistance Program. Other benefits include firm-sponsored basic life and short and long-term disability coverage, a 401(k) savings plan & profit share as well as Firm matching contribution, well-being incentive, education & certification assistance, flexible time off, family care leave, parental leave, family formation benefits, cell phone reimbursement, and travel rewards. Voluntary benefit offerings include critical illness & accident insurance, hospital indemnity insurance, legal, long-term care, pet insurance, ID theft protection, and supplemental life/AD&D. Eligibility for all benefits programs is dependent on annual hours expectation, position status/level and location. Wipfli offers flexibility for many positions to be performed remotely; please discuss your work preferences with your recruiter during the interview process.