This is a hybrid position reporting to the Harrisburg, PA office as needed.
The Client Support Administrator will install, support, and troubleshoot computer hardware and software in order to provide reliable systems and high productivity to all Penn National Insurance employees. Hardware supported includes, but is not limited to, PCs, laptops, smartphones, printers, modems, access ports, and other peripheral equipment. Software supported includes, but is not limited to, operating systems, corporate and divisional desktop applications, utilities, data communications software, database software, and security software.
The Admin position also processes daily security and Exchange requests.
COMPETENCIES AND ESSENTIAL DUTIES OF THE CLIENT SUPPORT ADMINISTRATOR
Business Acumen
I nstall/Maintain:
- Install and maintain enterprise wide software and hardware in accordance with company/department standard. This includes new applications introduced into the corporation.
- Install, maintain, and troubleshoot end-user workstation hardware, software, printers and related peripherals. Coordinates service calls on hardware – Dell certification required.
Documentation:
- Documents standard problem resolution processes, application information, and installation instructions as they become known and stores in repository for use by others in the department.
- Documents standard problem resolution processes for non-routine problems, communicates solution to unit, and stores in repository for use by others in the department. Develops technical training manuals for use by the Help Desk and divisional staff.
Training:
- Responsible for training all new Client Support Technicians, all new Teleworkers on system usage, connectivity, and basic applications, and existing staff on new technologies/system solutions implemented to resolve corporate issues.
- Participates in self-development to maintain the technical currency necessary to perform the duties of the position.
- Become Dell certified for hardware repairs.
Negotiation
Collaboration:
- Collaborate with other IT units to analyze client problems and to formulate methods of problem resolution.
- Collaborate with other IT units to analyze client problems and to formulate methods of problem resolution. Mentors junior staff members in the unit.
Client Interaction:
- Interacts with clients and provides guidance to the client during troubleshooting and problem resolution efforts.
IT Purchasing:
- Based on outlined specifications, obtains price quotes for IT equipment, negotiating best pricing for needed equipment.
Vendor Interaction:
- Coordinates the resolution of equipment errors / problems with hardware manufacturers and resellers.
Results Oriented
Call/Problem Logging:
- Performs accurate call logging and monitoring via the call management system and telephone queues. Effectively manages workload to maintain corporate service levels.
- May travel to remote offices or Teleworker’s home to perform equipment installations/resolve problems.
- Provides on-call or after hours application / technical support.
- Provides support for Disaster Recovery test.
Time & Priority Management
Preventative Maintenance:
- Perform preventative maintenance, including the installation of service packs, patches and hot fixes to the corporate desktop environment for all desktop equipment.
Desktop Rollout/Support :
- Acts as participant or roamer in desktop rollouts (installation of / or upgrades to multiple workstations in a single effort). As participant, executes planned deployment steps for implementing new or upgrading existing equipment/software. As a roamer, visits the clients after a desktop rollout to answer any problems/questions they have as a result of the rollout.
Image Support :
- Based on established configuration standards and image processes, maintains standard software images for the various desktop, laptop and tablet equipment purchased for the organization.
Daily Security and Exchange Requests:
- Process all daily requests (including non-routing/complex requests), ensuring that appropriate mainframe and network accesses are maintained in order to satisfy customer requirements.
Security Audits:
- Participates in Information Security audits as required to assist with the assessment of existing security control measures.
Project Management:
- Estimates time to complete small projects and discusses target dates with manager/supervisor.
Decision Making
Call/Problem management:
- Answers, researches and resolves a wide variety of routine and non-routine computing problems (hardware, software and connectivity related) from the clients. Problems are solved with minimal supervision/guidance and resolved within established corporate services levels to minimize interruptions to computing services to all Penn National Insurance employees.
- Is responsible for independently resolving the non-routine technical problems reported to the Help Center unit. Will also provide routine technical call assistance to ensure that the overall Help Center objectives are met.
Troubleshooting/Problem Resolution:
- Performs effective and accurate hardware, software, network, internet, security access and telecommunications problem analysis, diagnosis and resolution for employees. Performs problem resolution for all employees (office employees as well as Teleworkers), including those problems unable to be resolved by the Client Support Tech. Supporting Teleworkers provides the greatest challenges as they have varying network connectivity solutions (Cable, DSL, 4G) from a variety of vendors that vary in terms of reliability. Researches and resolves the complex broadband or 4G connectivity issues with our Teleworkers which includes coordinating troubleshooting efforts with outside service providers (i.e. Comcast, Verizon,…) other IT units and divisional staff.
Research:
- Under manager direction, conducts research on and makes recommendations for hardware products or equipment maintenance in support of planned projects or procurements.
- Coordinates the data cleansing, removal and disposal of obsolete desktop equipment.
Performs various projects requested or assigned by the Manager, Client Support Services.
CORPORATE CORE COMPETENCIES OF THE CLIENT SUPPORT ADMINISTRATOR
Effectively Communicates and Connects
- Communicates clearly and concisely.
- Prepares written communications that adhere to department standards.
- Attentively listens and asks clarifying questions.
- Builds a positive relationships within the workplace.
Customer Focused
- Develops and maintains knowledge about the needs of customers and how the team provides value.
- Aware of customer risks and when to escalate risks.
- Identify and utilize the appropriate resources to solve customer problems.
- Accelerates follow-up and action to resolve issues.
Talent Development Mindset
- Brainstorm ideas for technical and/or professional development.
- Work with supervisor to identify relevant development opportunities, shadow opportunities, including technical skill building and professional skill enhancement.
- Act on opportunities to recognize colleagues for a job well done.
Demonstrates Adaptability
- Seeks to understand others' needs and perspectives, especially those different from my own.
- Open to learning about new and challenging ideas to drive the success of the work in which I am involved.
- Learning how to be flexible to accommodate deliverables and prioritize work effectively.
Demonstrates Accountability
- Takes ownership of mistakes and consults with others to resolve, learning from the experience.
- Consistently checks the accuracy of work.
- Provides coverage or assistance to others when needed.
- Proactively steps-up to provide guidance or assistance.
SPECIAL RELATIONSHIPS OF THE CLIENT SUPPORT ADMINISTRATOR
- Direct contact with all levels of employee in the corporation as part of troubleshooting and problem resolution.
- Direct contact with broadband/dial-up service providers as part of Teleworker connectivity troubleshooting/problem resolution.
- Direct contact with purchasing vendors
- Direct contact with Internal Audit staff in support of security audit activities
QUALIFICATIONS FOR THE CLIENT SUPPORT ADMINISTRATOR
Education / Credentials
- High School education required.
- Technical certification (such as A certification) is preferred
- Technical degree or associates degree in technical field preferred
Experience
- A minimum of 2 years as a Client Support Technician or 2 years technical experience required
- A minimum of 2 years customer service experience required
Technical / Professional Knowledge
- Microsoft Office Suite
- Microsoft Desktop Operating system
- Demonstrated advanced customer service skills (such as the ability to keep calm and effectively solve issues while dealing with irate clients)
- Demonstrated multi-tasking skills
- Demonstrated organizational/prioritization skills
- Demonstrated verbal and written skills
- Networking knowledge
- PC Hardware/Printer knowledge
- Demonstrated remote and mobile access technologies knowledge (VPN, Wireless, Cable, DSL and 4G access)
- Demonstrated knowledge of Active Directory and Mainframe security
JOB REQUIREMENTS (as required by ADA)
- This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
- Must be able to see and effectively use a computer monitor.
- Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
- Must be able to access and enter information accurately using automated systems.
- Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
- Must be able to present information to individuals and groups.
- Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
- Must be able to maintain acceptable attendance and adhere to scheduled work hours.
- Must have a valid driver’s license and be able to operate a motor vehicle.
- Must be able to travel, with overnight stays required.
- Must be able to bend, crawl and lift 50 pounds.
Why Penn National Insurance
A career with Penn National Insurance offers a total rewards package that makes us a regional employer of choice. When you are part of the Penn National Insurance family, we want you to feel secure in:
Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation. Additionally, Penn National Insurance company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code.
Your Employer: Penn National Insurance celebrated its 100th anniversary in 2019. With the one billion dollar direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines. Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.
Your Community: The Company and our employees donate more than half a million dollars annually to fund enrichment programing throughout the communities we serve. Our United Way campaign raised an additional three hundred fifty thousand last year. We are also taking real steps to decrease our environmental impact. We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.
Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development. The average employee tenure at Penn National Insurance is 14 years!
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.