Primary Responsibilities:Identifies correct knowledge documents and support materials to answer questions and troubleshoot issuesLearns about technology deployments and how they fit within business model/strategyExplains general navigation to customers; Translates technical terms to non-technical users to help in explaining navigationShows an interest in learning more advanced aspects of the functional skillsIdentifies correct knowledge documents and support materials to answer questions and troubleshoot issuesLearns about technology deployments and how they fit within business model/strategyTranslates technical terms and concepts to non-technical usersShows an interest in learning more advanced aspects of the functional skillsCan apply functional knowledge and skills to tasks and problemsApplies knowledge of technology to troubleshoot issues, identify and resolve security or monitor performanceDemonstrates a mindset of career-long continuous learning, improvement, and growthSeeks to understand how customers are interacting with technology and pro-actively recommends opportunities to improve supportVolunteers for and seeks out opportunities to learn and support new technologiesPositions self to take the lead on initiativesAssesses team resource needs and adapts based on desired outcomesRecommends new technologies or modifications that improve business outcomesCommunicates effectively has the industry knowledge needed to accomplish objectivesProvides team development support and builds capacity to achieve goals and mentor talentSynthesizes technical information, learns, and applies the best lessons of experienceComply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do soRequired Qualifications: 5+ years of experience in a Customer Service Support or IT Service Desk environmentExperience Identifying and executing automation and process improvement initiatives to improve efficienciesIn-depth knowledge and hands-on experience supporting various applications and/or IT Service Desk tools and systems. Preferred Qualification: Subject Matter Expert role experience Personal Attributes: Good understanding of the organization's goals and objectivesSolid interpersonal, written, and oral communication skillsAble to conduct research into security issues and products as requiredAbility to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situationsAbility to present ideas in a friendly mannerSolid stakeholder service orientation