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IT Help Desk Support Specialist (Oregon)

  • Roseburg, OR
  • Coos Bay

IT Help Desk Support Specialist 

Job Description 

Are you someone who wants an opportunity to have a huge impact with a growing company?  Team collaboration is at the core of what makes us successful.  Join us as a trusted business partner and help us continue our journey to broadening our footprint as the most trusted and ethical outsourcing company in the business.  

Position Overview 

The IT Help Desk Support Specialist supports the company with the overall quality of technical services via the Help Desk call-in line. This position works with all departments to ensure that technical needs are met for the centers and teams. This role executes on all business imperatives in alignment with FCR’s Mission, Vision, Values. The nine FCR values of fairness, integrity, respect, success, transparency, collaboration, accountability, leadership, and loyalty guide our behavior and interactions between ourselves and our clients. A successful individual will apply these values to the role of the IT Help Desk Support Specialist and provide exemplary technical customer service to FCR colleagues. 

The IT Help Desk Support Specialist will report to the Help Desk Manager. 

Essential Functions and Duties 

  • Delivers technical and customer service to the FCR via the Help Desk call-in line.  
  • Maintain and apply the nine FCR Core Values to IT Operations and works as a team with the different departments. 
  • Working with all departments to help train and assist them with network or system questions.
  • Provide remote technical support for both hardware and software issues that arise.
  • Monitor tickets/help desk daily and respond quickly to any concerns.
  • Assist in integrating new applications and technologies into the current system as needed.
  • Provides insights and process improvement recommendations into the applicable business practices to help increase efficiency.
  • Provides prompt and exceptional customer service via phone, chat, and email.
  • Always maintains a positive and professional demeanor and attitude toward colleagues.
  • Offer solutions quickly, accurately, and efficiently.
  • Communicating and coordinating with colleagues from all departments, as necessary.
  • Other duties/projects as assigned. 

Qualifications 

  • Effective communication with partners across the company and across multiple levels of the organization.
  • Ability to communicate in technical and non-technical terms in both written and verbal format.
  • Strong organizational skills, time management, task planning, and detail orientation.
  • Ability to work with entry-level to executive colleagues to drive success.
  • Willingness to take ownership and to drive execution of projects to time and cost constraints.
  • Resilient and able to work in a fast-paced, changing environment.  
  • Willingness to follow processes, such as technical change management and escalation procedures 
  • Proactive, creative, and effective problem solver. 
  • Careful observation and critical reasoning skills to find problem patterns, analyze effectiveness and make recommendations to improve operations 
  • Skilled in organizing tasks and establishing priorities. 
  • Takes initiative in situations in anticipation of needs. 
  • Must be a team player with a positive attitude and willingness to pitch in where needed. 
  • Ability to maintain confidentiality with regards to sensitive information. 

Additional Qualifications 

  • Associate degree is preferred but not required. 
  • Some occasional day travel. 
  • 1 year or more experience in technical service preferred. 
  • Previous call center experience preferred. 
  • Prior experience in supporting 50+ user Active Directory environment. 
  • Prior formal supervisory experience required.  
  • Understanding of internet technologies and applications such as Microsoft Suite. 
  • Technical skills: Troubleshooting and sequential problem resolution, solid understanding of networking, telecom, server, and desktop technologies, as well as common server and desktop operating systems, server applications, and desktop applications, experience with VOIP systems. 
  • Good understanding of information security. 

Physical Demands and Working Conditions 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions. 

  • Physical Demands: Sitting up to 100% of the time  
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment 

FCR Hiring Minimum Requirements 

  • High school graduate or equivalent 
  • 18 years or older  
  • Employment contingent upon successful completion of a background check 

At Home Requirements 

Colleagues hired for Work from Home positions are responsible for providing and maintaining a functioning workspace as part of the terms of employment with FCR. 

Physical Setup 

  • Quiet work environment, free of background noise  
  • Desk and chair or sit /stand desk meeting the individual’s ergonomic requirements including any special accommodations required. 
  • This position requires that you are working from the address listed on your employee profile. 

Technology 

  • A high-speed, Internet connection is required and must be available at all times.   
  • Phone (Smartphone, landline, cell phone) to communicate with your supervisor or IT Help desk when your computer is not available. 

Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  


Locations

Eugene, OR, Grants Pass, OR, Independence, OR, Roseburg, OR and Coos Bay

Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.

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