Specialist I, Service Desk

​Good understanding of computer systems, mobile devices and other tech products; including, but not limited to:

Experience with desktop and Active Directory.

Understanding of VPN technologies for remote user support.

Understanding of A/V and videoconferencing equipment and capable of testing, troubleshooting and supporting hardware and software.

Understanding of wiring closets, patch panels and experience with testing and terminating network cabling.

Understanding of basic network terminology & technology such as IP addressing.

Through remote and/or in-person techniques, provide end user solution, work-around, or escalation process as determined by a review of the case details and/or interaction with the end-user while communicating with the end-user using an “advocate of the customer” approach, which would include post-resolution follow-up, to complete requests and resolve issues to the end user’s satisfaction and understanding.

Monitor case management system for cases assigned to queues; triage and process based on a variety of factors including but not limited to urgency, priority, affected system and number of affected users.

Collaborates with other staff and leadership team members to facilitate a resolution as needed.

Identify and escalate complex, unresolved issues to next level support.

Perform account management functions including, but not limited to, unlocking user accounts, re-enabling computer accounts, password resets, and user identity verification.

Access software updates, drivers, knowledgebases and frequently asked questions or Internet resources to fulfill requests and resolve issues.

Fueled by a fundamental belief in innovation, Resurgent Capital Services is an industry-leading financial services company in our sector. It all began 25 years ago when a small group of successful entrepreneurs had a vision for a new type of asset receivables company. One with a commitment to superior service and a personal touch with every interaction. We believe that demonstrating integrity in everything we do, maintaining a strong commitment to compliance, and doing things the right way is a sustainable business model. We want you to feel like your work has an impact and makes a difference every day. Join us as we develop strategies for change and transform the trajectory of your career!

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