Senior Help Desk Product Support Specialist

Senior Help Desk Product Support Specialist  

Voice Systems Engineering (VSE) is a dynamic organization fueled by entrepreneurial spirit and a collective drive to make a positive impact on people's lives. With a focus on advisor-based technology platforms, our marketplaces span diverse service verticals, including psychic guidance and wellness.    

Our vision at VSE centers on the belief that when talented individuals unite, possibilities become limitless. Rooted in a remote-first environment, we've cultivated a culture that embraces diversity, equity, work-life balance, and a true sense of belonging.     

VSE is searching for a highly skilled and Senior Help Desk Product Support Specialist with at least 3 years’ experience providing expert product support to both customers and employees. If you have a passion for resolving technical issues, troubleshooting problems, and providing expert guidance, this position might be the perfect fit.   

If you’re our new Senior Help Desk Product Support Specialist, you will look forward to engaging in activities such as:       

• Managing the entire ticket lifecycle, from initial request to confirmed resolution, including prioritization, documentation, troubleshooting, escalation, and follow-up, ensuring adherence to SLAs and customer satisfaction.  

• Providing prompt and effective technical support across multiple channels (phone, email, chat, diagnosing and resolving hardware, software, and network issues, and documenting all actions. 

• Creating and maintaining comprehensive documentation of issues, solutions, and RCA charts within the ticketing system and shared knowledge base enabling team self-service and continuous improvement. 

• Providing prioritized support to designated high value users and customers, providing regular status updates. 

• Effectively communicating with stakeholders and vendors to request services, provide updates, and resolve open issues, documenting all interactions and status updates within relevant tickets. 

• Participating in a rotating 24/7 on-call schedule, escalating issues as needed, and providing follow-ups until resolution. 

• Resolving Microsoft 365 administration issues, including password resets, new account creation, and login problems.   

• Managing employee hardware and software accounts, including procurement, deployment, access management, troubleshooting, and license management.  Collaborating with HR to ensure seamless onboarding and offboarding processes. 

Your accomplishments thus far:      

• Education & Experience: Bachelor's degree in Computer Science, IT, or a related field, with at least 3 years in a help desk role, including triaging complex product and IT tickets. 

• Technical Expertise: Strong knowledge of ITIL best practices and expertise in ManageEngine ServiceDesk or similar help desk software. 

• Systems & Administration: Proficient in Microsoft Windows (Active Directory, Windows OS 10/11, Windows Server 2016+), Microsoft 365 (Office apps, Exchange, Teams, SharePoint, OneDrive), and Microsoft Entra ID (SSO, MFA, enterprise apps). 

• Problem-Solving & Communication: Ability to analyze technical issues, prioritize tasks in a fast-paced environment, and explain complex concepts to non-technical users. Strong customer service skills, including active listening, empathy, and professionalism under pressure. 

Bonus Skills: 

• Experience with Bright Pattern or similar call center software. 

• Familiarity with CRM systems and basic telecommunications support (phone/SMS provisioning, vendor management, faxing). 

• Basic knowledge of Microsoft SQL Server for queries and data access. 

At VSE the well-being of our people comes first, and we have nurtured a culture that focuses on health and wellness, personal growth, and social responsibility. We celebrate diversity and are committed to creating an inclusive environment of belonging for all employees and applicants. We are an equal opportunity employer.         

We offer an unlimited vacation policy and flexible work schedule, so you can prioritize your needs for whatever season of life you are in. Our comprehensive insurance programs include medical, dental, vision, and life. VSE employees also have access to a “wellness wallet” that will reimburse them for gym memberships, workout equipment, mindfulness apps, healthy food boxes, ergonomic workspace tools, and more.            

We prioritize investment in our people by offering a tuition reimbursement program and plenty of opportunities to continue learning. We also help you plan for your future and beyond by offering a 401k match and access to expert financial advice.          

This is a remote based position. You can learn more about life and work at VSE by visiting us here.     
  
We are currently inviting residents of Colorado, Florida, Massachusetts, New Jersey, Ohio, Pennsylvania, Tennessee, Texas, and Washington.  
  
Salary Range:  $70,000 – $80,000 per annum, depending on experience and expertise. This figure represents our good faith and reasonable estimate of the potential salary for this role. Salary and whole compensation package to be determined by the candidate’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data. We may offer a salary outside this range to an exceptional candidate.    

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