Temporary Tier Two Helpdesk Software Support-Evening Shift - Fargo, North Dakota

Job Reference:1001914909
Position Type:Temporary
Industry:Information Technology
City, State:Fargo, North Dakota
Salary:US$20.00 - US$20.00 per hour
Contact:Kellie Gores, Spherion, United States

Job Description

To be considered for this opportunity, you must complete an online application at www.spherion.com/fargo


Job Description

The Tier Two Software Support employee will provide customer service on multiple health insurance exchange applications and systems in the production, implementation, deployment and maintenance phases. This includes researching and resolving issues and inquiries whenever possible, escalating issues when necessary, and following up on any escalated issues. 

This will require the Tier Two Helpdesk employee to work extensively with information systems, systems testing procedures and system issues management, networking and connectivity processes (including firewalls and VPN systems), systems deployment processes, and interface files.  Tier Two employees may be expected to work evenings and weekends based on contract demands.



Key responsibilities include:

  • Respond to issues escalated from Tier One team members
  • Research and resolve inquiries in a professional, timely, and accurate manner
  • Escalate Tier Three inquiries and issues, based on document processes, policies, and procedures, to the appropriate help desk
  • Document all inquiry activities in the appropriate reporting system
  • Provide responses to inquiries in writing
  • Follow up on all Tier Three escalated inquiries
  • Complete feedback loop with appropriate Tier One team members
  • Maintain professional demeanor at all times
  • Take detailed meeting notes and disseminate to other Team Member as appropriate
  • Escalate issues or concerns to management when appropriate
  • Interact with client representatives and customers, enabling effective information exchange and efficient process management
  • Complete daily expectations of specified work
  • Maintain quality expectations as outlined by management
  • Monitor and report workloads on a daily/weekly/monthly basis
  • Prioritize workloads to ensure timeliness/quality standards are met
  • Adhere to all documented policies and procedures, processes, and call scripts
  • Actively participate in company operational and ongoing training
  • Participate in weekly meetings
  • Be prompt, present, and actively participate in required meetings and training
  • Complete assessments in a timely manner and to meet/exceed standards as outlined by management
  • Seek learning opportunities


Minimum Qualifications

  • Associates degree
  • Minimum 6 months of experience in a help desk environment
  • Minimum 6 months of experience in information systems
  • Experience troubleshooting system issues


Additional Qualifications

  • Ability to work both independently as well as in a team environment
  • Ability to assess workload, meet deadlines, and adjust as needed
  • Working knowledge of processing systems
  • Understanding of basic customer regulations


Hours: 3:30pm-12:00am



Candidates must be available for a week of training with hours of Mon-Fri 8am-3pm




Pay $20/hour



  • Medical (Health/dental/vision) 70% single paid by employer (starts day 1)
  • 401k -3% Company match after 1 year of employment
  • life insurance policy
  • Pet insurance
  • Prepaid legal
  • 2 weeks’ vacation, 1 week sick pay plus 1 personal day
  • 10 holidays


To be considered, please apply online at www.spherion.com/fargo  when prompted for a recruiter code, use 45520019505. If you have any questions please contact Kellie Gores at  701-298-8300