Title: Help Desk Specialist

Reports to: Director of Software Services

Classification: Salaried Non Exempt

Full-Time/Part-Time: Full Time

Thank you for your interest in joining the Roeing Team! Roeing is a well-established full-service technology, engineering, and business solutions provider serving Western, Central, and Northern Indiana for over 40 years. We take pride in supporting a wide variety of markets including healthcare, education, government, manufacturing, retail, legal, and others. Roeing’s daily mission is to solve problems and enhance processes for our clients through applied technology. With our support, Roeing’s clients are able to reinforce their operational foundation and leverage their rapidly changing business environments.

Roeing is currently looking for a motivated Help Desk Specialist to join our Software Services Team. This team member would be the first point of contact for exceptional customer service and the distribution of client service requests to teammates in the department. The Help Desk Specialist determines the severity and priority of customer service requests, provides Level 1 tech support for some requests and escalates requests to Level 2 and Level 3 technicians as necessary. As a member of our Software Services Team, you will collaborate, learn and share knowledge with our Analysts and Developers to accommodate the rapidly changing nature of business technology and to intimately understand our clients’ business needs in order to serve them more efficiently.

Primary Technical Responsibilities:

  • Provide initial technical support/expertise in the implementation, and support of customer technology needs
  • Ensure the confidentiality and integrity of our corporate and customer data
  • Provide remote support for clients and technical staff
  • Help implement and support software applications
  • Software application troubleshooting
  • Intensive, detailed, and accurate documentation and timekeeping
  • Manage and monitor Service board for Service ticket assignment and completion
  • Assist in each stage of the sales process with the sales team

Help Desk Role Responsibilities:

  • Initial Support and Troubleshooting of customer software applications
  • Perform light project management and scheduling of resources
  • Be initial point of contact for all service requests and customer interactions
  • Monitor, maintain and complete client documentation
  • Manage and monitor service board for service ticket assignment and completion
  • Work closely with the project manager on project assignment, status and completion
  • Work closely with Software Services Team on status of client needs, tickets and projects
  • Work with Roeing Operations team on inventory management as it relates to customer needs/projects

Desired Personal Qualities:

  • Excellent interpersonal skills and comfort in a client-facing role
  • Must be a Team Player
  • Self-motivation and independent study
  • Ease of learning new technology
  • Ability to work several projects and service requests concurrently
  • Be able to prioritize and work under pressure
  • Presentable business-casual appearance
  • Dependable work attendance
  • Willingness to learn and grow

Preferred Skills:

  • Microsoft Office Suite
  • DevOps Server
  • Jira

Education:

  • Associates degree in a related field and/or a minimum of two years relevant experience in the Information Technology field or equivalent experience

Additional Information:

  • Normal hours are between the hours of 8 a.m. and 5:00 p.m.
  • Remote work location available

About Roeing:

Founded in 1979 in Lafayette, IN, Roeing is an innovative solutions provider committed to designing and delivering high-value, cost-effective IT consulting services and application technology solutions for both the private and public sectors. Roeing’s differentiation is that it specialized on both Software Development and Infrastructure Managed Services. A true dev/ops shop with I/P and a team of more than 50 IT and business professionals.  Roeing serves clients nationwide, from state and federal government agencies to commercial sector customers. Roeing is committed to providing the most leading-edge technology solutions, and with that, ensures that staff stay current on crucial certifications and affiliations. 

Roeing IT Solutions is an “Equal Opportunity Employer,” and prohibits, in all employment – related practices and decisions, discrimination, harassment or prejudicial treatment against any person based on race, color, religion, national or ethnic origin, gender, pregnancy, childbirth, pregnancy related conditions, age, disability, veteran status, or otherwise as provided by federal, state or local law.

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