IT - IT HELP DESK SPECIALISTII

Columbia Association, headquartered in Howard County, Maryland, is known for engaging our diverse community, cultivating a unique sense of place, and enhancing the quality of life in Columbia, Maryland, all thanks to the efforts of our remarkable team members. If you share in our passion for teamwork and our vision, we want you to fast-forward your career with us at Columbia Association. 

Summary: 

The IT Help Desk Specialist II will provide Member Management & CRM software support.  The candidate will serve as a member of the support teams for CA’s Customer Relationship Management (CRM) software and the IT Service Desk. Tasks include first line response to CRM software issues, triaging tickets and routing to team members for appropriate resolution, supporting end users with technology issues, and more.  

The position requires excellent customer service.  Troubleshooting and problem-solving skills with CRM software, desktops, laptops, printers, and other devices are a must.  In addition, the candidate must be able to work independently, as part of a team, and be able to communicate effectively.      

 
Essential functions: 

• Provide excellent customer support and address customer issues to resolve them in a timely and efficient manner.
• Collaborate with team members and management to identify CRM improvement opportunities. 
• Provide training for CRM software when required. 
• Manage communication with CRM users including outages & system change control activities.
• Troubleshoot and support to team members using our Customer Relationship
• Management (CRM) & IT Service Management (ITSM) ticketing systems.
• Must be prepared to learn new technologies
• Create, update, and maintain training materials, standard operating procedures, and process documents to implement improvements in the use of CRM software.
• Understand both the Customer Relationship Management (CRM) system, integrations, and broader IT environment to ensure that the system works effectively and efficiently for end users.
• Other duties as assigned. 

Additional responsibilities: 

• Perform helpdesk duties including Call Center responsibilities & trouble ticket completion.
• Troubleshoot any issues that may arise with CRM & other user-facing systems & productivity tools.
• Act as backup communicating with the vendor/providers about any issues that may arise with the system as required. 
   

   Qualifications and skills: 

• 1-5 years of experience in an IT support environment.
• Degree from an accredited college or university in related fields, or equivalent years of specialized technical experience and/or technical training
• Experience providing technical customer support on the phone, online, and in person.
• Strong time management, and organizational skills, and attention to detail.
• Possess knowledge and expertise in Microsoft Products - including Server and Desktops.
• Must be able to work independently and as part of a team providing timely, high-quality services.
• Must have a strong drive to provide excellent customer service with an awareness of prioritization of tasks, stakeholders, and time.
• Must have a good driving record and pass Columbia Association’s defensive driving course.
• Must have or be willing to obtain the ITIL Foundations certification within 6 months of starting this role.
• Experience with Salesforce or another CRM tool is desirable but not essential.
• Desired but not required certifications include: 
  Microsoft Certified Desktop Support Technician (MCDST), Computer Technology Industry Association Certification (A+), CompTIA PC and Network Technician (A+ and Net+), Helpdesk Institute (Customer Service Representative Certification), Microsoft Technology Associate (MTA). 

Education:

• Degree in information Systems or related field or equivalent years of specialized technical experience and/or technical training.

Physical demands:

• Ability to stand for long periods of time 
• Ability to bend, stoop, reach, and climb without any difficulty.
• Lifting up to 50 pounds.

Licenses, Certificates, etc:    

• Must have a Maryland driver's license, a good driving record.
• Pass Columbia Association’s defensive driving course. 

Work environment: 

• Ability to work in an office setting.
• Position may require extended hours including evenings and weekends, travel to multiple work sites and occasional out-of-town travel. 

Compensation and Benefits:

The pay range for this position is $23.30 per hour to $34.89 per hour. The actual pay rate offered will depend on the overall qualifications of the individual applicant for the position and the amount budgeted for the role. CA offers a positive, fun work environment and a generous benefits package. Part-time benefits include a free Fit & Play membership, Wellness benefits w/Perks and some paid leave. Full-time benefits include medical, dental, vision, life insurance, 401(k), a free Fit & Play membership, Wellness benefits w/perks and paid leave.

Disclaimer: 

The above statements are intended to describe the general nature of the work performed by the IT Help Desk Specialist II.  These statements are not to be construed as an exhaustive list of all duties, responsibilities, tasks and skills required of a Team Member in this position.  CA reserves the right to require, consistent with CA’s Team Member policies, that other tasks be performed when warranted by CA’s business needs (for example, emergencies, changes in personnel or workload, corporate reorganization, technical development). CA also reserves the right to revise this job description at any time.