Help Desk Coordinator

at WEX Inc in South Portland, Maine, United States

Job Description

We are looking for an IT Service Desk technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues, line of business applications and offer advice to solve them.


An excellent candidate must have a strong technical interest and basic customer service skills. They must be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.


The goal is to create value for our End Users that will help preserve the Service Desk's value and reputation


Manage Incidents and Service Requests from the IT portal, calls,and chats; act as a single point of contact


Receive, log and manage incidents and service requests; maintain Asset Database and track changes


Provide exceptional customer service and IT Support to the WEX\WES population for all end user services


Provide Tier 1 and Tier 2 support of medium to high complexity


Follow standard operating procedures; accurately log and update all work tickets using IT Service Management System


Utilize remote takeover software capabilities to deploy solutions, solve incidents and to train end users


Troubleshoot problems and provide timely resolutions in accordance with established XLAs/SLAs


Identify outages, escalate issues, involve experts and assist in determining priority level of tickets wherever required in order to resolve issues as quickly as possible.


Act as a mentor to newer employees


Take ownership and responsibility of an issue from start through resolution


Communicate expectations with customers as to resolution and timeframe, keeping users informed of progress


Share resolutions with extended team and document in information knowledge base; provide training to team members as needed


Learn fundamental operations of commonly used software, hardware, systems and other equipment


Develop solid understanding of IT operations, applications, systems and business related processes and procedures


Become familiar with WEX systems and resources


Performs tasks that support the PMO release schedules and implementations as well as assigned projects within the master integrated Tech Ops plan in accordance with the SDLC.


Educate WEX constituency and promote adoption of available self-service tools


Basic user provisioning work


Mobile Device management and provisioning


Act as a go between for WEX internal to external 3rd parties for issue logging


Potential onsite support for new software rollouts and in person white glove support for executive VIPs


Specialized software support as a subject matter expert


Other Duties as needed




1+ years of supporting Microsoft desktop/server operating systems


Experience supporting users/computers in Microsoft Active Directory


Experience supporting users/desktops/servers in a business environment is required


Experience supporting users in Microsoft Office, G-suite and other Google applications


Able to create and maintain detailed documentation


Strong personal and team communication skills


College degree in an Information Technology field is preferred


This job may be performed remotely within the United States, except that it is not eligible to be performed in Colorado.


Equal Opportunity Employer/Vets/Disability

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Job Posting: 612489

Posted On: Sep 27, 2021

Updated On: Sep 27, 2021