The Help Desk Support Technician 2 Role
The Help Desk Support Technician 2 provides support to end users for computer, application, system, device, access, and hardware issues. This role involves performing varied activities and moderately complex administrative, operational, and customer support assignments, including computations. Typically, the work revolves around semi-routine assignments.
Responsibilities
- Seeking a Help Desk Support Technician 2 to assist with transformation efforts related to marketing processes, technologies, and ways of working.
- Follow established procedures and guidelines to provide timely and effective support to the initiative project team and planning and workflow tool end users.
- Handle varied work assignments that require interpretation and independent determination of appropriate courses of action.
- Comfortable with ambiguity and able to work collaboratively with business areas, identifying problems, working on multiple deliverables simultaneously, and possessing change management skills.
In this role you will:
- Answer user questions related to using Aprimo and internal marketing processes.
- Follow, create, or modify procedures to solve problems of varying complexity.
- Research and resolve technical problems of moderate complexity.
- Respond to, or redirect, inquiries about the marketing process, planning and workflow tool, and associated activities to ensure user questions are answered promptly and accurately.
- Provide customer service and end-user training.
- Document, track, and monitor problems using applicable systems and tools.
- Create basic reports/dashboards.
- Manage access requests and conduct user audits.
- Test new features and functionality.
Required Qualifications
- Bachelor’s degree and/or equivalent work experience.
- 3 or more years of technical experience.
- Experience working in Aprimo or in a marketing organization.
- Proficient knowledge of all Microsoft Office applications including Outlook, Word, Excel, and PowerPoint.
- Strong interpersonal written and oral communication skills.
- Strong attention to detail and problem-solving skills.
- Experience with issue triage and resolution.
- System testing experience.
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences.
Preferred Qualifications
- Delivering in scaled agile frameworks.
- Work experience in a health care and/or insurance setting.
- Demonstrated track record of enabling repeatable processes, driving quality, collaborating within a matrixed marketing organization, and collaborating with business and IT in a responsive and productive manner.
- Demonstrated experience being seen as a key partner and experience enabler through strong relationship building.
Scheduled Weekly Hours: 40
Not Specified: 0
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