1+ months

Help Desk Support Specialist II

Sunrise, FL 33351
Regular Full Time


The Help Desk Support Specialist II is responsible for working incoming requests via the Help Desk mail queue, direct support via the phone, and our self-service ticketing system. You will initiate tickets and serve as the first line support to resolve computer issues, system access problems, and application support.  Technician will be expected to exhibit strong troubleshooting techniques while striving to maintain a high level of customer satisfaction.


  • Responds to incoming phone, email or web reported technical issues from internal and external users related to application, network, infrastructure or hardware 
  • Provides support to local and remote employees and external clients for a suite of proprietary and custom software applications
  • Identifies severity and impact and documents details in the Help Desk call tracking system
  • Diagnoses, troubleshoots and attempts to resolve issues within identified service level agreements
  • Performs system monitoring to ensure service level agreements are met and alerts appropriate IT staff and management of any downtime or missed SLAs
  • Works in partnership with all IT teams to find solutions, and/or escalates issues to appropriate IT groups for resolution 
  • Communicates status and updates to end users in a timely and consistent manner
  • Proactively identifies and recommends enhancements to the overall IT infrastructure
  • Sets priorities for open issues and escalate issues to the correct department for resolution 
  • Follows through with closure of user issues 
  • Learns new and existing hardware and software products 
  • Recreates problems locally using varying combinations of hardware and software
  • Creates and documents workarounds
  • Performs basic printer support & troubleshooting
  • Performs basic network connectivity troubleshooting
  • Performs software installation processes
  • Administers new employee accounts, IT access requests (provisioning/deprovision access), and terminations for internal and external users
  • Performs internal audits to ensure access rights are accurate and compliant
  • Escalates non-standard issues to higher level staff or management
  • Provides support for multiple operating systems (Microsoft, MAC, and Unix)
  • Assists in User Acceptance Testing on new releases
  • Occasionally assists the onsite desktop support team by providing support including but not limited to physical moves, swapping out faulty equipment/phones and setting up new hires
  • May require limited travel offsite
  • Performs additional support duties as required and assigned

*Note - All employees and contractors for Performant Financial may and/or will have access to Sensitive, Proprietary, Confidential and/or Public data. As such, all employees and contractors will have ownership and responsibility to report any violations to the Confidentiality and Integrity of Sensitive, Proprietary, Confidential and/or Public data at all times.  Violations to Performants policy related to the Confidentiality or Integrity of data may be subject to disciplinary actions up to and including termination.

Required Skills and Knowledge:

  • Understanding of Database technologies desired
  • Ability to anticipate problems and recommend departmental level changes and/or enhancements 
  • Demonstrated excellent verbal and written communication skills 
  • Demonstrated strong customer service and analytic skills 
  • Demonstrated ability to think through sets of complex problems, create and implement appropriate solutions 
  • Proven ability to establish and maintain effective professional working relationships 
  • Ability to think and work independently 
  • Ability to adapt and learn in a fast paced, changing environment

Physical Requirements:


  • Sit/stand/walk 8-10 hours/day
  • Lift/carry/push/pull under and over 10lbs frequency (never, occasionally, frequently)
  • Keying frequency, handling, reaching, fine manipulation

Education and Experience:

  • 2+ years specific experience in applications and computer troubleshooting support and/or 2+ years of customer service experience in a 24/7 technical/production environment
  • Prior experience in using ticket-tracking applications
  • High school diploma or equivalent. 
  • Two year degree or an equivalent level of advanced competence obtained through experience, education and/or training, preferred. 



-Must submit to and pass background check. Must not have any Federal or State liens resulting from County, State or Federal tax issues.  Must not have any current defaulted student loans.
-Must be able to pass a criminal background check; must not have any felony convictions or specific misdemeanors.
-Must submit to and pass drug screen.

Performant is a government contractor. Certain client assignments for this position may require submission to and successful outcome of additional background and/or clearances throughout employment with the Company.

Job Profile is subject to change at any time.

Performant Financial Corporation is an Equal Opportunity Employer. Performant Financial Corporation is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, age, religion, gender, gender identity, sexual orientation, pregnancy, age, physical or mental disability, genetic characteristics, medical condition, marital status, citizenship status, military service status, political belief status, or any other consideration made unlawful by law.



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Posted: 2021-07-06 Expires: 2021-10-24
Analytics, audit, and recovery services for healthcare, government and student loans.

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Help Desk Support Specialist II

Performant Financial
Sunrise, FL 33351

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