IT Service Support Tech

*Position requires on-site responsibilities. Weekly rotation of on-site at the New Berlin Office location/remote*

*Depending on experience, we will hire as a Tech or a Senior Tech*

YOUR PURPOSE AND FUNCTION IN OUR COMPANY:

As an IT Services Support Tech, the individual is responsible for responding to email, chat, or phone queries delivering incident solutions as a member of the IT Service Desk team. As a first point of contact with the client, this role’s responsibilities include, but are not limited to, initial triage of incidents, allocation of tasks, research of, and resolution of incidents, and service requests concerning the use of systems, software, and hardware products. This role is accountable for gathering information through client conversation, use of support tools, and additional support staff if needed. Issues outside the scope of their capability or responsibility are transitioned to other resources in various departments.

The Senior IT Service Desk Specialist will provide first and second line technical support to internal employees. The successful candidate will require an aptitude for problem resolution of hardware, software and network related issues. This position will collaborate with IT Operations, Applications, SBS teams as well as other, providing analysis, diagnosis and problem resolution. The support provided by this role may range from the straightforward to more complex technical issues. The candidate must possess leadership qualities with a strong sense of personal and corporate accountability.

The individual filling this role must be well-versed in all aspects of computer systems configuration, set up, and maintenance with excellent interpersonal and communication skills. As professionals, every member of the IT team shall demonstrate excellent professionalism in interacting with all Preferred Mutual Insurance Company personnel, contractors and customers.

• Respond to requests made by employees either via the ticket tracking system, email or phone.
• Provide thoughtful directed support to employees on technical questions,
• Keep abreast of evolving technologies deployed within and outside the organization,
• Utilize IT Service Desk ticketing system to Log and track work, closing requests submitted by employees and escalate those tickets they are unable to complete to more senior staff,
• Recognition of hardware/software problems in a timely fashion so as not to impede employees, contractors and partners ability to perform they jobs,
• Following procedures to run mainframe job requests submitted by programmers and business users,
• Ensuring completion of network backups per written procedures, escalating when issues have been identified,
• Generate and distribute monthly Service Desk reports from the ticketing system,
• Inventory control of hardware and software assigned to Preferred Mutual employees, contractors and partners,
• Create and maintain documentation on procedural and self-help topics used in supporting Preferred Mutual employees, contractors and partners,

• Perform routine updating and reimaging of desktop and laptop systems in preparation for deployment to employees, contractors and partners,
• Deploys PCs and other hardware devices in support of employees, contractors and partners,
• Perform onboarding and training of new employees, contractors and partners.

QUALIFICATIONS for Tech:

• Associates degree or higher in Computer Technology or related field or 2 years of experience in a Helpdesk Technician role,
• Comptia A , Network or Security Certification preferred,
• Microsoft Certified Professional certification in Windows 10 / 11 a plus,
• Proficient in supporting Microsoft Windows 10/11, Microsoft O365, Microsoft Edge, and Chrome

KEY CAPABILITIES FOR SUCCESS for Tech:

• Takes initiative in evaluating and making recommendations around improving workflow and internal processes.

• Provides timely, professional technical support to employees, contractors and partners within established SLAs. Standard will be measure by customer satisfaction, response time, and first call resolution.
• Documents complete and accurate information into the ticketing system (Remedy or TFS).
• Reviews open tickets to ensure they’re escalated and followed up as necessary for resolution.
• Identifies potential trends in system, software or hardware failures and escalates to senior staff and management,

• Execution of daily, nightly and monthly production tasks to successful completion of batch processing.

QUALIFICATIONS for Senior Tech:

• Preferred Bachelor of Science or Bachelor of Arts in Computer Science, Business Administration or Associates Degree with 5 years of Service Desk related work experience or equivalent experience and education.
• A , Network , and/or Microsoft MCSP certifications are desired.
• Proven analytical skills extending beyond desktop support and include fundamental understanding of networking principles and enterprise architectures.
• Exceptional communication, interpersonal and analytical skills.
• A strong understanding of and commitment to customer service.
• Ability to work independently and in a dynamic environment.
• Strong working knowledge of personal computing hardware, software and associated.
• Ability to understand complex technical concepts, and effectively communicate those concepts to end-users and colleagues as a function of issue resolution.
• Actively contribute to evolving process improvement activities.
• Ability to recognize opportunities for knowledge transfer, and a willingness to provide additional training to end-users and colleagues as necessary.
• Diverse knowledge of wireless communications, including wireless network and broadband networks.

KEY CAPABILITIES FOR SUCCESS for Senior Tech:

• Provide expert and creative solutions to user problems of complex nature to ensure user satisfaction and productivity.
• Coordinate user and support issues among corporate sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity.
• Research, resolve, and respond to complex questions in accordance with current standards.
• Execute Level I support responsibilities as a function of team work and customer responsiveness.
• Provide level II support functions in direct support of requests escalated by Level I staff.
• Develop and direct processes to improve support capabilities.
• Act as a consultant and resource to the IT Services Supervisor.
• Demonstrate an awareness of support issues and their impact on the enterprise.
• Acquire, maintain, and expand knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide accurate solutions to IT Service Desk users.
• Develop and provide expert technical training, technical coaching, and mentoring to other IT Service Desk employees.
• Lead or participate in team projects as assigned.
• Lead and assist other service-desk staff in support of a major or complex product.
• Develop, define, and communicate user/technical service policies for products supported by the help desk.
• Consistently model the highest levels of support orientation and professionalism.
• Resolve and document all incoming requests for IT services, maintaining awareness of timeliness, professionalism, and effects on production.
• Provide backup for other IT Service jobs.
• Installation, configuration, and support of company desktop applications and hardware.
• Performs some administrative duties for enterprise systems and services to include but not limited to account creation and removal.
• Perform monitoring of various support and security technologies assuring compliance with organizational and regulatory standards.
• Actively participate in team and project meetings providing positive input.
• Provide expert knowledge as a solutions advisor to other business units within the frame work and guidelines established by IT leadership.

ABOUT US:

As a mutual company, we are independent by nature, so we think about insurance solutions a little differently. Through listening, problem solving, examining your challenges and collaborating on the right solutions for you, Preferred Mutual independent agents provide flexible solutions and adapt to your evolving needs. We do the same for our employees. We are process and domain experts, focused on the solutions that deliver results for our clients and our company. We offer a great work environment, professional development, challenging careers, and competitive compensation. With Preferred, there are no surprises. You can count on us to deliver on our promises and be there when you need us, as your insurance provider and your employer. Preferred Mutual is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

DISCLAIMER:

This role (job) description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between Preferred Mutual Insurance Company and its employees.

Job Type: Full-time

Pay: From $21.65 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Retirement plan

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• New Berlin, NY 13411: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 1 year (Preferred)

Work Location: One location

Salary : $22 - $0