• Service Support Specialist

    Job Locations US-CO-Westminster
    Posted Date 3 weeks ago(4/5/2018 12:11 PM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    PURPOSE:   We're seeking an experienced Technical Support Specialist who be a part of a team responsible for 24X7 customer and technical support, including: triaging incoming incidents; ensuring that incidents are resolved upon the first contact with Technical Support whenever possible; troubleshooting, documenting and logging requests; providing ongoing support until the issue is resolved. S/he recognizes the importance of their work, its financial, social and compliance implications as a primary goal while ensuring that ReedGroup’s high standards for Customer Service/Support are met.


    Who We Are: ReedGroup, headquartered in Westminster, CO, is a dynamic, fast growing organization that employs nearly 2,000 people at 11 locations globally. We are the top provider in the Absence Management industry and provide our services to major companies including a substantial number of Fortune 100 companies.  We are committed to improving health and productivity outcomes while controlling costs - it is at the core of our comprehensive solutions which are designed to return people to their active lifestyles and allow businesses to thrive.  


    Our Vision: Healthy and Productive People. Thriving Businesses. 


    Our Mission: ReedGroup connects the ecosystem of the health, work and life with …

    • The best service experience for clients and employees.
    • Trusted content and experience.
    • Strong partnerships across healthcare and insurance.
    • Innovative technology to drive simplicity.
    • Comprehensive data to create meaningful insights.



    • Triage incoming Incident requests for ReedGroup internal systems and customer-facing applications/products; log them into internal defect tracking system. Troubleshoot and resolve or route to appropriate individuals/groups for resolution when appropriate. Update tickets as appropriate and own customer experience from start to finish.
    • Resolve access, permissions, and functionality problems for ReedGroup equipment and systems, including Office 365 user administration, telephony, and end-user support in a variety of environments including terminal server and VDI connections for both ReedGroup employees and ReedGroup contractors and partners.
    • Troubleshoot hardware and software issues in a Windows environment. Knowledge with Active Directory, basic networking and troubleshooting skills a must.      
    • Image and prep laptops for deployment.
    • Complete or appropriately route requests for access to ReedGroup systems based on current company policy and Information Security guidelines.
    • Work with multiple vendor support teams for applications and infrastructure platform support, including entering and tracking trouble tickets in vendor ticketing systems.
    • Provide application support and guidance for proprietary Leave of Absence Management software products, to ReedGroup internal and external customers while adhering to ReedGroup’s established SLA’s.
    • Act as liaison between internal and external Customers and ReedGroup Software and Technology departments for timely resolution of requests.
    • Participate in on call rotation
    • Maintain a high level of integrity, courtesy, respect and discretion while interacting with internal/external customers and vendors.
    • Adhere to departmental procedures and best practices, and look for quality improvements whenever efficiencies or quality standards are not met.
    • Working with customers via a variety of contact methods, including a phone queue, instant messaging, group chat applications, and email.
    • Serve as incident manager for Severity 1 and 2 incidents with ReedGroup systems, including follow up and delivery of root cause analyses, adhering to ReedGroup SLAs.
    • Assist in updating and maintaining the team’s customer-facing SharePoint site including posting status updates, creating new self-service documentation for customers, and managing links to FAQ and self-service information.
    • Maintain the ticketing system’s end-user portal, including creation of new ticketing categories and templates, based on identification of trends or tracking needs.
    • Assist with daily, weekly, and monthly reporting as required.
    • Regularly review department metrics to identify incident trends and escalate appropriately.



    • Attend department and company meetings
    • Provide peer-to-peer training as needed
    • Other duties as required


    • Associates Degree in IT or related field preferred or equivalent directly related work experience 
    • Minimum of 2 years of experience working Tier 1, Tier 2, triage or other help desk roles, especially in a Windows environment
    • Experience with office automation and technical support applications/systems, including RightFax, Cisco Unified Information Center, MS Office, VMWare, remote viewing in VDI environments, SysAid, Team Foundation Server, SharePoint.
    • Customer service experience
    • Ability to work in a fast-paced environment and under pressure
    • Advanced Windows, MS Office/O365, and/or Networking training or certification preferred


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