Primary Purpose:
Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access. Provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff, as well as identify ways to mitigate recurring issues.
Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
- Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
- Comply with standard processes and procedures
- Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams
- Rely on extensive experience and judgment to plan and accomplish goals
- Maintain commitment to continuous process improvement
- Interact closely with customers to understand their needs and / or requirements
- Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests
- Able to coordinate with geographically dispersed teams to achieve results
- Able to support 24x7x365 on-call rotation
- Assist in troubleshooting team related issues
- Participate in projects
- Make complex ideas or situations clear, simple, and/or understandable
- Process escalated tickets and investigate issues
- Provide coaching and training to less experienced team members
- Mentor less experienced team members in all team processes
- Participate in audits
- Assist in troubleshooting and solving complex issues
- Take action to resolve customer problems or concerns in a timely manner
- Develop and document policies and procedures to implement team practices
- Deployment of PCs (adds, moves, changes)
- Provide hands-on and remote support to end-users
- Work effectively with PC imaging software such as Ghost and / or SCCM
- Deployment, management, and support of PCs, peripherals, and mobile devices
- Maintain working knowledge of remote connectivity software
- Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software
- Perform incident resolution of desktop related issues
- Coordinate activities with service desk, network services, or other IT teams
- Provide input and assist in testing and selection of future technologies and devices
- Assist with automation scripting of programs and updates
- Create and maintain desktop related documentation
Minimum Skills and Competencies:
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.
- High school diploma or general education degree (GED)
- 5+ years of experience in an IT support environment
- High degree of initiative, mature judgment, and discretion
- Must perform well in high-energy, dynamic and team-oriented environments
- Ability to work in a team environment
- Must possess effective verbal and written communication skills
- Experience working with an enterprise ticketing system
- Self-motivated achiever who gains satisfaction from providing excellent customer service
- Ability to assist other team members in conveying information to business partners
- Experience working within a project framework
- Ability to solve complex problems
- Ability to lift and carry computers and computer monitors up to 35 pounds
- Strong knowledge of Microsoft based operating systems
- Consistently seeks to develop self and skills needed to be prepared for future opportunities
- Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Desired Skills:
- Bachelor Degree in an IT related discipline
- Active Directory knowledge
- CompTIA IT Certifications
- ITIL Service Management experience
- Some experience working with networks and servers
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.