HELP DESK SUPPORT I

 SUMMARY   

Help Desk Technician Level I will work on site, under general supervision of the IT Operations group and be responsible for providing technical assistance and support to clients with computer systems, hardware, or software issues. Will serve as the first point of contact for external customers and employees seeking technical assistance, and provide technical support in-person, via email, and/or phone. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

• Monitor and respond quickly and effectively to requests received through the ticket tracking system. 

• Respond to both internal and external customer queries by phone and email. 

• Triage and escalate tickets to the next level of support or correct resources. 

• Provide technical assistance and support for incoming concerns and issues related to systems, software, and hardware. 

• Ask educated questions and listen to customers to determine root cause of issues. 

• Work through the problem-solving process with customers, empowering them to do the same in the future. 

• Run diagnostic problems to help determine and resolve problems. 

• Report significant and recurring issues to the IT Operations team. 

• Clean up computers, monitors, and phone hardware. 

• Collect feedback to determine patterns and issues such that they can be resolved or FAQs can be provided  to customer to ease in troubleshooting. 

• Document internal procedures. 

• Create step-by-step training material with screenshots and/or video content for clients. 

• Assists with system/data backup and recovery activities, maintaining of Active Directory, User account management functions, system troubleshooting, and application installation and configuration. 

• Assists with the installation, configuration, maintenance, and system administration of desktop systems. 

• Assists with employee desk moves and relocation. 

• Maintains up-to-date knowledge with current and emerging technologies. 

• Provide accurate estimates on time requirements. 

• Collaborates with a team of resources on multiple project schedules. 

• Assist and support the IT Operations group as needed. 

• Participate in on-call rotation. 

• Follow IT department guidelines and procedures. 

• Other duties as assigned. 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Associate's Degree in computer sciences or related field from a two-year college or technical school, or equivalent experience.  

• 1 - 2 years of IT experience, and have a good understanding of computer systems and software. 

• 1 - 2 years of customer support experience. 

• Excellent verbal and written communication skills in English to work with other members of the organization directly. 

• Ability to interact successfully with a variety of people including but not limited to: co-workers, supervisors, managers, internal customers, external customers, vendors and other insurance professionals. 

• Be detail-oriented and result-focused with total commitment to team success, excellence, and quality assurance. 

• Possess strong problem-solving skills, be self-directed, and be able to work both independently and in a team environment with general supervision. 

• Be self-motivated and able to work individually and in a collaborative team environment. 

• Must demonstrate sound financial judgement and discretion in handling PII information.