Service Desk Specialist
Peyton Resource Group, San Antonio, TX, United States
Job Description
Summary
Responsible for providing advanced technical and operational support to internal and external users. This role assists with system issues, supports service desk operations, and collaborates across departments to ensure efficient technology performance and user satisfaction.
Key Responsibilities Provide technical support for systems, applications, and processes to internal staff and external users Troubleshoot and resolve service desk tickets, determining appropriate resolution paths (break-fix, training, system enhancements, or network issues) Support and guide Service Desk Specialist I team members on escalated issues Document, track, and manage service desk requests to ensure timely resolution Assist employees with product knowledge, balancing, member service support, and system-related inquiries Participate in cross-functional projects and represent end-user requirements Recommend process improvements to enhance efficiency, accuracy, and user experience Collaborate with departments including Marketing, Member Service, Contact Center, and Training teams Provide on-call support in a 24/7 environment and assist with data center operations as needed Maintain detailed documentation of system updates, changes, and enhancements Support development of training materials and initiatives for system updates and implementations Qualifications High school diploma or equivalent required Minimum of 5 years of experience in:
Branch automation and LAN environments
or Financial services (member service, contact center, or front-line operations)
Basic knowledge of operating systems and related tools Strong analytical, organizational, and problem-solving skills Excellent written and verbal communication skills Ability to work in a fast-paced, high-volume environment with strong attention to detail Ability to travel up to 25% Preferred Qualifications Bachelor's degree in Computer Science, MIS, or related field (or equivalent experience) Ability to work independently using sound judgment and initiative Experience supporting training development and system implementations Additional Requirements Ability to work flexible hours, including evenings and weekends Participation in on-call rotation (24/7 support environment) Daily monitoring and follow-up on incident management tickets
Summary
Responsible for providing advanced technical and operational support to internal and external users. This role assists with system issues, supports service desk operations, and collaborates across departments to ensure efficient technology performance and user satisfaction.
Key Responsibilities Provide technical support for systems, applications, and processes to internal staff and external users Troubleshoot and resolve service desk tickets, determining appropriate resolution paths (break-fix, training, system enhancements, or network issues) Support and guide Service Desk Specialist I team members on escalated issues Document, track, and manage service desk requests to ensure timely resolution Assist employees with product knowledge, balancing, member service support, and system-related inquiries Participate in cross-functional projects and represent end-user requirements Recommend process improvements to enhance efficiency, accuracy, and user experience Collaborate with departments including Marketing, Member Service, Contact Center, and Training teams Provide on-call support in a 24/7 environment and assist with data center operations as needed Maintain detailed documentation of system updates, changes, and enhancements Support development of training materials and initiatives for system updates and implementations Qualifications High school diploma or equivalent required Minimum of 5 years of experience in:
Branch automation and LAN environments
or Financial services (member service, contact center, or front-line operations)
Basic knowledge of operating systems and related tools Strong analytical, organizational, and problem-solving skills Excellent written and verbal communication skills Ability to work in a fast-paced, high-volume environment with strong attention to detail Ability to travel up to 25% Preferred Qualifications Bachelor's degree in Computer Science, MIS, or related field (or equivalent experience) Ability to work independently using sound judgment and initiative Experience supporting training development and system implementations Additional Requirements Ability to work flexible hours, including evenings and weekends Participation in on-call rotation (24/7 support environment) Daily monitoring and follow-up on incident management tickets