Technology Operations Center Specialist

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing human capital consulting employment law compliance and employee benefits including health insurance retirement plans and workers compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If youre passionate about innovation and making an impact on the large SMB market come join us as we power our clients business success with extraordinary HR.

Dont meet every single requirement Studies have shown that many potential applicants discourage themselves from applying to jobs unless they meet every single requirement. TriNet always strives to hire the most qualified candidate for a particular role ensuring we deliver outstanding results for our small and medium-size customers. So if youre excited about this role but your past experience doesnt align perfectly with every single qualification in the job description nobodys perfect and we encourage you to apply. You may just be the right candidate for this or other roles.

A Brief Overview
The Tech Operations Center Specialist is responsible for providing first-level technical support to TriNet colleagues via phone live chat in person and remote assist applications as well as first-level technical support for clients via an ITSM ticketing system. The Tech Operations Center Specialist is expected to be well-versed in a variety of hardware and software platforms and support TriNets critical business services and applications using knowledge base articles documented processes and technical knowledge. The Tech Operations Center Specialist will strive for first-contact resolution and work with additional technical resources as needed.

What you will do

• Provide advanced technology support for Technology products and services via phone call live chat and incident and request management while adhering to published service level agreements (SLAs) and update ticketing systems with detailed information about work performed and document resolution information accurately upon closure.
• Engage knowledge base articles senior team members or other resources as required to assist with issue resolution.
• Escalate issues to other technology teams when required.
• Develop and document solutions to known issues in the team and end user knowledge base.
• Other projects and responsibilities may be added at the managers discretion.
• Performs other duties as assigned
• Complies with all policies and standards

Education Qualifications

• High School Diploma required
• Associates Degree AS in Computer Science Engineering Math or Science preferred

Experience Qualifications

• Typically 1 years of applicable experience in a technical support role (preferably with some experience working in a call center environment or a desktop support role) or in a comparative customer support role required

Skills and Abilities

• Beginner to intermediate knowledge of:
• M 365 Suite (Outlook Teams PowerPoint Excel Word OneNote etc)
• PC and Apple laptops
• Microsoft Windows OS
• Apple Mac OS
• Android and iOS mobile devices
• Active Directory
• Wired and wireless networking
• ServiceNow
• SalesForce
• AWSConnect
• Ability to communicate with employees at all levels of the organization
• Demonstrate commitment to high professional ethical standards and a diverse workplace
• Ability to adapt to a fast paced continually changing business and work environment while managing multiple priorities
• Must be able to learn and support new and quickly changing technologies
• Ability to research solutions or information regarding technical issues
• Excellent interpersonal and presentation skills
• Able to multitask prioritize and work well under pressure and in high-stress situations
• Familiarity with a wide range of hardware and software products
• Detail oriented with the ability to remain organized on task and manage time efficiently
• Strong analytical problem solving communication and relationship building skills
• Strong collaboration skills. Works well in a team environment where team members may be distributed (not collocated)
• Acts with excellent integrity and with a strong sense for customer service

Licenses and Certifications

• CompTIA A Microsoft Certified Expert preferred

Work Environment

• Work in clean pleasant and comfortable office or home setting. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable persons with disabilities to perform the essential functions.