Identify, research and resolve technical problems.  Respond to telephone calls, email and personnel requests for technical support.  Manage, distribute and resolve incoming Helpdesk Requests.  Documents, tracks and monitors the problem to ensure a timely resolution.  Provides support to end users on a variety of software and hardware issues.  Install and maintain local area network hardware and software.  Troubleshoot local and network printers, along with other computer peripherals.  Coordinate installation and configuration of new users. 

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES

CLIENT SERVICE:  

• Identify, research and resolve technical problems. Respond to telephone calls, emails and personnel requests for technical support.
• Manage and resolve incoming technology issues/requests via Help Desk management system.
• Install and maintain local network hardware and software.
• Troubleshoot local and network printers, along with other computer peripherals.
• Coordinate installation and configuration of new users.
• Install, support and maintain insurance industry specific software.
• Support and troubleshoot a variety of mobile devices.
• Troubleshoot and solve everyday application errors and questions.
• Support Remote access applications; Remote Desktop/Terminal Server.
• Troubleshoot and maintain phone system.

QUALITY CONTROL & WORKFLOW:

• Documents, tracks and monitors technical issues to ensure a timely resolution.
• Documents departmental processes and procedures.
• Reports local and wide area network PC hardware and software problems to network/IT administrators and assists with resolution.
• Maintains hardware and software inventory.
• Orders and tracks technology purchases. Communicates with Finance department on allocations of purchases.
• Proactively communicate with team and end users on changes to systems and/or issues found.

ORGANIZATION & PLANNING:

• Strong organizational skills.
• Ability to multi-task and be flexible.
• Meets deadlines consistently.
• Resolves and follows up on Help Desk requests in a timely manner.
• Meets project deadlines as set between you and your leader.
• Organize time in advance so projects are completed on time and with appropriate content and organization.

JOB KNOWLEDGE & SKILLS:

• Treats clients professionally at all times and maintains positive and professional attitude under pressure.
• Able to communicate well and present technical concepts and solutions in a user-friendly language.
• Strong problem-solving skills. Ability to research to find resolutions to issues.
• Software and hardware troubleshooting experience with working knowledge of Microsoft Office 2013 and Windows 7/8.
• Knowledge of Active Directory, Remote Desktop and Terminal Server.
• Knowledge of local and network printer installs and troubleshooting.
• Demonstrate the ability to expand knowledge by assuming new responsibility, improving efficiencies in the department and working on department projects.

TEAMWORK:

• Work cohesively with the Technology department to identify, research and resolve technical problems.
• Participate in training and meetings in order to better assist customers and improve overall job knowledge.
• Positively speak of other coworkers/customers and strive to work cohesively with others.

ATTENDANCE & WORK HABITS:

• Technology leader is confident that you are able to work independently without a lot of guidance and supervision.
• Follow all attendance rules by arriving in a timely manner and following PTO guidelines. As observed by your leader.

ESSENTIAL EDUCATION & OTHER SKILLS

• Associates Degree or 4 year College Degree, preferably in Computer Science field and/or equivalent experience.
• A minimum of 2 years’ experience as a Computer Support Technician or equivalent work experience.
• Hands-on software and hardware troubleshooting experience with working knowledge of Microsoft Office 2013 and Windows 7/8.
• Knowledge of Active Directory and Remote Desktop Services.
• Previous Customer Service and IT support experience.
• Demonstrate the core values and respect for fellow co-workers, internal and external clients.
• Level of professionalism re relationships, attitude, promoting and representing the department and company, and adhering to other policies as they are further described in the Employee Handbook.