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Form of workTriNet 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 you're 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.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
JOB SUMMARY
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 TriNet's 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.
Essential Duties/Responsibilities
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. 50%
Engage knowledge base articles, senior team members, or other resources as required to assist with issue resolution. 30%
Escalate issues to other technology teams when required. 10%
Develop and document solutions to known issues in the team and end user knowledge base. 5%
Other projects and responsibilities may be added at the manager's discretion. 5%
Required for All Jobs
Performs other duties as assigned
Complies with all policies and standards
QUALIFICATIONS
Education
High School Diploma - required
Associate's Degree AS in Computer Science, Engineering, Math, or Science - preferred
Work Experience
Typically 1+ years 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
Licenses and Certifications
CompTIA A+, Microsoft Certified Expert - preferred
Knowledge, 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, Windows, and iOS mobile devices
Active Directory
Wired and wireless networking
ServiceNow
SalesForce
Cisco Jabber
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
Ability to type quickly (50+ WPM) and for long periods of time
Work Environment:
Position is classified as hybrid, requiring some time in office but most of the time will be working from home.
On call after hours and weekend support is required, as needed. On-call shifts are one week at a time rotating amongst the team.
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 individuals with disabilities to perform the essential functions.
The salary range for this role is $47,200 to $71,640. The candidate's final salary offer will be based on the candidate's skills, education, work location and experience.
A candidate's compensation may also include bonuses consistent with TriNet's corporate bonus plan.
Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.
