Sr Consumer Cloud Specialist

Company Description

Why Wellmark: We are a mutual insurance company owned by our policy holders across Iowa and South Dakota, and we’ve built our reputation on over 80 years’ worth of trust. We are not motivated by profits. We are motivated by the well-being of our friends, family, and neighbors–our members. If you’re passionate about joining an organization working hard to put its members first, to provide best-in-class service, and one that is committed to sustainability and innovation, consider applying today! 

Learn more about our unique benefit offerings here. 

Want to know more? You can learn about life at Wellmark here.

Why Wellmark Technology? Wellmark is building innovative, modern solutions using cutting edge technology. We are driving organizational transformation and business strategy by empowering our technology team to innovate new and elegant solutions to enhance the customer experience. Together, we are leaning into the future, owning the outcome, and driving organizational change to transform how we work. 

Job Description

In this role you will provide escalated phone and in-person support including set-up/installation of hardware as well as software and network-related issues. You will assist and support internal end users in troubleshooting and navigating service desk procedures and processes. You are responsible for providing service desk incident triage to resolution, and if necessary, escalation. You will follow documented processes and procedures, and write clear and concise documentation of incidents, problems and changes as appropriate. 

Our Ideal Candidate: You look forward to providing top notch customer service while helping the customer with their Technology issue.  Customer service isn’t just something you do; it is something that fulfills you at the end of the day. You are naturally inquisitive and enjoy building relationships with the business.  You have knowledge of user side technology and the ability to troubleshoot effectively, documenting all information within the ticketing tool. 

Qualifications

Required: 

• Associate degree or direct and applicable work experience. 
• 3+ years’ experience in a technical help/or service desk environment 
• Effective troubleshooting/problem solving skills; breaking down problems to find the root-cause. With the ability to generate solutions 
• Strong written and verbal communication skills in order to effectively communicate technical subject matter to both technical and non-technical audiences, all while maintain a high level of customer service 
• Ability to be a self-driven, reflective team member who can handle the variety of tasks assigned through innovative thinking, organization and effective prioritization 
• Multi-tasking skills - Participate, manage and/or direct multiple activities and resources simultaneously to accomplish goals. 
• Prioritization/time management skills - The prioritization of multiple tasks and activities in order to maximize personal efficiency 
• Flexible and adaptable to change 
• Ability to assist in Technology needs after business hours, for example, equipment moves
• Requires travel between 5-10% and has an essential function of lifting or carrying up to 50lbs. 

Preferred: 

• Experience supporting macOS  
• Jamf / InTune 
• Support of VDI experience in corporate setting 
• Workplace recovery coordination and management 
• Cloud Technology exposure (e.g. AWS, M365) 
• Microsoft Technologies (InTune, M365, Azure) 
• Desktop management tools in an enterprise environment 
• Service Desk experience in an enterprise environment 

Additional Information

a. Provide third-level phone and in-person support to internal customers. Troubleshoot setup/installation of personal computing operating systems, hardware, and software using PC utilities, PC management tools, and Microsoft products. 

b. Ensure support and service request phone calls, emails and problems are properly documented/logged, tracked, and resolved or escalated as indicated in support documentation or as appropriate and completed within prescribed Service Level Agreements. 

c. Provide support, training, and quality analysis of other Service Desk Specialists. Educate, train and guide on support processes and procedures; including knowledge transfer articles, creation/update of call scripts and other applicable service desk templates. 

d. Responsible for maintaining Consumer Technology infrastructure support systems to provide expected service levels to all Wellmark