The Enlyte Family of Businesses

Mitchell | Genex | Coventry

Enlyte is the parent brand of Mitchell, Genex and Coventry, an organization unlike any other in the Property & Casualty industry, bringing together three great businesses with a shared vision of using technology innovation, clinical services and network solutions to help our customers and the people they serve. Our suite of products and services enable our employees to help people recover from challenging life events, while providing opportunities for meaningful impact and career growth.

Must be willing to work Onsite in San Diego, CA.

We currently have an exciting opportunity available for a Desktop Field Services Specialist to work in our San Diego, CA office. As a member of the IT End User Technology Team the Help Desk Support Specialist responds to inquiries and requests for assistance with the organization's computer systems and applications and identifies, analyzes, troubleshoots these issues; and resolves them with the aim of eliminating recurrences and reducing calls to the help desk. We are looking for someone who is motivated to grow in their career, extremely reliable with excellent communication and troubleshooting skills.

• Coordinates, diagnoses and troubleshoots incoming employee calls with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access.
• Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel.
• Provides incident status updates to management and end-users within the ticketing system (RemedyForce).
• Supports and maintains effective relationships with users.
• Network / local Printer, scanner and other peripheral installation, configuration and troubleshooting.
• Desktop imaging and deployment.
• Upgrade workstations to Windows 10 & Windows 11.
• Ticketing system documentation and knowledge base article creation.
• Develops, documents, and implements standard operating procedures and customer service guidelines relating to remote IT support.

• High School Diploma or GED equivalent required.
• Associate Degree/Bachelor's Degree and/or related certification preferred.
• 0-2 years' experience in a Corporate environment preferred.
• Must have superior customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor.
• Ability to prioritize and escalate issues as needed to ensure exceptional customer service.
• Ability to work effectively independently and within a team environment.
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner.
• Ability to utilize remote tools such as remote assistance and TeamViewer
• Experience supporting HP and Dell hardware.
• Experience with hardware replacement such as hard drives, memory, keyboards on laptops and desktops.
• Working experience with replacing and/or upgrading an end user from one system to another.
• Must have proven track record in a high volume support desk with proven first call resolution.

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