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Job details

Desktop Support Specialist

Job Summary:

Help us achieve our mission to provide affordable legal access and identity protection for all, through the interface of leading-edge technology! The product and engineering department at PPLSI (aka LegalShield) is the cornerstone of all technology and product focused developments for the company. We are a diverse and skillful team encompassing software engineering, product development and management, data engineering, security operations, systems engineering, and systems support for the company. Together we work to create, preserve, and improve well-functioning, well-designed, multi-platform systems and products for both internal and external customers.

We are looking for a friendly and helpful Support Specialist to join our technical services team in providing first level support to end-users consisting of corporate office staff, provider law firms, and contract users across the United States and Canada. This person will bring a passion for technology, creative problem-solving skills, technical curiosity, professionalism, and exceptional customer service. Support frequently includes but is not limited to password assistance, desktop support issues, software support, and/or specialized applications support. Additionally, this position may monitor computer systems and operations as assigned.

If you thrive in a collaborative environment of talented, supportive, results-driven, and customer-focused teammates, this is the place for you!

Responsibilities:

Provide an extraordinary customer service experience
Promptly respond to technical support requests via phone, email, or instant message
Troubleshoot and resolve issues by applying effective troubleshooting procedures
Collaborate with peers, team leads, and engineers to resolve customer issues
Follow-up with customers to ensure accurate resolution for their technical issues
Document problems, diagnostics, interactions, next steps, and solutions in knowledge base platforms
Document all actions taken to escalate tickets to higher-level support groups as necessary
Troubleshoot Microsoft related issues, access issues, network connectivity, hardware swaps, PC setup, and other IT support
Provide periodic desktop remote control support or monitoring of computer systems and operations as assigned
Track Software licenses and Allocations

Qualifications:

High school diploma or equivalent
3+ years of Technical Support experience- preferred
Exceptional written and verbal communication skills with experience in interacting with a range of personalities and styles to establish an effective relationship at all levels of the organization
Ability to quickly learn systems, processes, and procedures, and grasp technical concepts
Must have a passion for learning new technology
Able to manage competing demands while remaining adaptable and flexible

Department:

9312 Product Information Engineering and Technology

Time Type:

Full time

Commitment to Equal Opportunity

PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.

If you require a reasonable accommodation to complete the application process, please contact Human Resources at:

humanresources@legalshieldcorp.com

LegalShield Glassdoor Company Review

3.5