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IT Help Desk Technician

4 months ago

Norcross, United States CUSTARD INSURANCE ADJUSTERS Full time

**Custard Insurance Adjusters, Inc.**

**Mission Statement**:
Custard Insurance Adjusters' mission is to provide its clients with the highest quality of claim service available in the industry. We are recognized as a premier company, continuing to increase our role as a national leader in the claims service field. Our commitment to this mission is evident as we strive to:
Provide consistently superior products and services throughout CIA's network of branch locations in the United States.

Maintain a strong sense of urgency in responding to the needs of our clients.

Provide customized services, when needed, to satisfy the individual requirements of our clients.

Provide a fair and competitive price for the products and services offered.

Establish and maintain a partnership with our clients for long-term relationships.

Continue to place emphasis on excellence at all levels of our organization and increase our role as a national leader in the claim service field.

**Summary of Position**

**Duties and responsibilities**
- Answer incoming Technical Support calls to support computers, internet, software, and phones.
- Assess and meet customer needs and escalate customer calls to the appropriate level for further action when needed.
- Assist customer in learning to use proprietary software.
- Address hardware problems, computer upgrades, networking setup/diagnoses, software problems, PC specific issues/troubleshooting and virus/spyware removal/detection.
- Research and resolve customer issues.
- Update customer records to document all calls, action taken and required follow-up.
- Support software phones and internet connection problems remotely
- Provide superior customer service to local and remote offices.
- Maintain Department SLA’s for helpdesk ticketing system.
- Provide after hours and weekend support calls when assigned on-call responsibilities (on-call is rotated amongst each technician and technical supervisor).

**Minimum Requirements**
- An associate degree in related area and/or 2-5 years of experience in the field or in a related area.
- Requires some lifting of computers (up to 60lbs).
- Experience installing and troubleshooting Windows version 7-10, MS Word, Excel, VPN, imaging.
- Good organization skills.
- A+ certified, and/or Cisco certifications are a plus.

As with all positions, this function will be performed by a qualified person. No form of improper discrimination will be used as a job qualification.

Pay: $25.00 - $27.00 per hour

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Experience level:

- 2 years

Schedule:

- Monday to Friday
- On call
- Weekends as needed

Work Location: Hybrid remote in Norcross, GA 30071