Specialist I, Service Desk

About Resurgent Capital Services

Resurgent Capital Services is a leading financial services company that began 25 years ago with a vision for a new kind of asset receivables business focused on outstanding service, integrity, and compliance. We strive to make a meaningful impact every day and foster career growth through innovation and strategic transformation.

Role Summary

The Specialist I serves as the initial contact for users experiencing technical challenges, delivering remote support via phone to diagnose and resolve hardware, software, mobile device, and network issues. Responsibilities include managing requests from multiple channels, escalating when necessary, and maintaining clear communication to ensure client satisfaction. This role reports directly to the Senior Manager of Desktop Support.

Key Responsibilities

• Provide remote or in-person solutions, workarounds, or escalate issues based on case analysis and user interaction, maintaining a customer advocate approach including follow-ups.
• Monitor and prioritize cases in the case management system considering urgency, priority, affected systems, and user impact.
• Work collaboratively with team members and leadership to resolve issues effectively.
• Identify complex issues and escalate them to higher-level support.
• Perform account management tasks such as unlocking accounts, resetting passwords, and verifying user identities.
• Utilize software updates, drivers, knowledge bases, FAQs, and online resources to resolve problems.
• Gain proficiency in organizational software and hardware to provide effective support.
• Execute hands-on and remote troubleshooting, including installing/upgrading software and hardware and configuring systems and applications.
• Adjust local workstation configurations following approved procedures to complete requests.
• Manage equipment deployment and retrieval to meet deadlines related to provisioning, deprovisioning, and transfers.
• Follow company standards for deploying and disposing of computer equipment.
• Maintain accurate inventory records of hardware and software in the Asset Management system.
• Coordinate with facilities management regarding furniture installations and rearrangements.
• Obtain certifications necessary for self-dispatching parts and requesting technical assistance.
• Provide help desk phone support as required.
• Perform additional duties as assigned.

Skills and Qualifications

• Solid understanding of computer systems, mobile devices, and related technology products.
• Experience with desktop environments and Active Directory management.
• Extensive support experience with Microsoft Office applications.
• Familiarity with VPN technologies to aid remote users.
• Knowledge of audiovisual and videoconferencing equipment, capable of troubleshooting both hardware and software.
• Understanding of networking components such as wiring closets, patch panels, and proficiency in network cable testing and termination.
• Basic comprehension of networking terminology and concepts including IP addressing.
• Experience typically gained in call center, office, or remote/home office settings.
• Comfortable using phone systems, computer hardware, and remote management tools consistently.
• Willingness to work shifts including evenings, weekends, and participate in on-call rotations.
• Strong verbal communication skills that are clear, patient, and professional to guide users effectively.
• Good written and interpersonal communication skills focused on building rapport, listening, and questioning.
• Thorough documentation capabilities.
• Ability to work well both independently and as part of a team.
• Problem-solving and analytical skills to investigate and resolve cases.
• Prioritize tasks efficiently in high-pressure situations.
• Strong customer service orientation.
• Self-motivated to deliver results with minimal supervision.
• Adherence to privacy and security policies and guidelines is essential.

Education and Certifications

• High School Diploma is mandatory.
• Preferably certified as Help Desk Institute (HDI) Desktop Support Center Analyst, but not required.
• A+ certification is a plus but not necessary.

Equal Opportunity Statement

Resurgent Capital Services values diversity and inclusivity in its workforce. We welcome applications from candidates whose skills and backgrounds may differ from all criteria as you may be the perfect fit for this or other roles. Employment considerations are made without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, veteran status, gender identity, or any other legally protected characteristic.