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IT Support Technician

3 months ago

Pleasanton, United States ICW Group Full time

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible.

Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong.

The IT Support Technician will provide high level technical support to internal employees and end users for PC, server, network, and applications. This position exists is to ensure technical issues for internal customers and end users are resolved in a timely manner.

WHAT YOU WILL DO

Provides technical support to internal employees and end users for various ICW applications and on a variety of issues.

  • Troubleshoots and restores routine technical service and equipment problems by analyzing, identifying, and diagnosing faults and symptoms using established processes and procedures.
  • Provides technical advice, guidance and informal training on a variety of topics to customers and end users using hardware and software programs to increase effectiveness.
  • Interacts with all appropriate departments within IT in order to restore service and/or identify problems. Resolves and/or Escalates Security tickets to appropriate parties.
  • Maintains Standard Operating procedures for respective ICW Group location.
  • Maintains appropriate service level agreement (SLA) on tickets in Service now.
  • Performs root cause analysis and develops checklists for typical problems.
  • Builds rapport and elicits problem details from customers. Documents, tracks and monitors the problem to ensure a timely resolution.
  • Provides network account provisioning and deprovisioning. Performs new hire follow up calls.
  • Identifies, researches, and resolves technical problems. Performs UAT to ensure problem has been adequately resolved.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Performs Incident Manager role. Monitors Security alerts, creates Incident/Request ticket pertaining to issue.
  • Ensures all tickets are assigned to appropriate personnel and updated daily. Tickets are created in accordance with set procedures.
Performs installation, maintenance and upgrade activities
  • Manages complex mobile device configuration and troubleshooting.
  • Provides on-site and remote desktop and printer support to customers in a variety of settings.
  • Travels monthly to various company locations to provide onsite technical support.
  • Performs on-call duties that may occur after normal business hours and on weekends as assigned by manager to minimize business impact.
Provides one-on-one technical software, hardware, internet connectivity and network problem resolution.
  • Performs question/problem diagnosis, researches knowledge-based articles and guides users through step-by-step solutions in a Service Desk environment.
  • Communicates solutions to customers and end users and documents problem and resolution.
  • Maintains IT Service desk knowledge base.
  • Acts as Crisis Manager when a major network issue arises by gathering key resources, opening a call bridge, facilitating the discussion and holding the team accountable for action items.
Performs specialized duties or ad-hoc tasks as assigned.
  • Provides light server and/or network support as needed.
  • Performs higher tech support under the direction of Network Engineers.
  • Manages and follows IT Asset management life cycle/process.
  • Assists with procurement of IT standard hardware, software and services.
  • Under the direction of the IT Manager, assists and trains both technical and non-technical staff in computer operations and software usage.
  • Provides training to the Client Services team and shares information learned from conferences attended.
WHAT YOU BRING TO THE ROLE
  • Associate's degree from college or university with a major or emphasis in Computer Science or related field and/or minimum 4 years of related experience required. Bachelor’s degree preferred.
  • Minimum 3 years working as Network/Computer Technician supporting 500+ user environments preferred.
  • MS Exchange experience preferred.
CERTIFICATES, LICENSES, REGISTRATIONS
  • A+ or MCP, CompTIA Network + Certification, MS Certified Desktop Technician preferred.
  • Valid driver’s license required.
KNOWLEDGE AND SKILLS
  • Knowledge and understanding of operating systems including Microsoft Win2010; Active Directory, user, computer, security groups, and profile settings as they pertain to security and entitlements preferred.
  • Possess an in-depth knowledge of the Windows Operating System and experience with desktop software installation and configuration; experience with desktop and laptop hardware maintenance and repair to include the installation and configuration of peripherals such as printers, scanners, webcams, and other USB devices. MS Office Professional, Windows 2010, MS Exchange experience.
  • Possess excellent problem solving and communications skills, especially over the telephone; good interpersonal skills and customer service; able to work effectively in a high-stress, fast-paced environment.
  • Communicates effectively both verbally and in writing.
  • Able to effectively diffuse frustrated system users.
  • Patient, diplomatic, and remain calm in communicating with others.
  • Reliable, respond to emergencies, and able to work beyond normal working hours with very short notice.
  • Enjoy working on cross-functional teams.
  • Ability to apply principles of logic to a wide range of intellectual and practical problems.
  • Travel required up to 10% of the time.
The current salary range for this position is $28.18 to $47.52. This range is exclusive of fringe benefits and potential bonuses. If hired at ICW Group, your final base salary compensation will be determined by factors unique to each candidate; including experience, education, and location of the role and considers employees performing substantially similar work.

WHY JOIN ICW GROUP?
  • Challenging work and the ability to make a difference
  • You will have a voice and feel a sense of belonging
  • We offer a competitive benefits package, with generous medical, dental, and vision plans as well as 401K retirement plans and company match
  • Bonus potential for all positions
  • Paid Time Off with an accrual rate of 5.23 hours per pay period (equal to 17 days per year)
  • 10 paid holidays throughout the calendar year
  • Want to continue learning? We’ll support you 100%


ICW Group is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. ICW Group will not discriminate against an applicant or employee on the basis of race, color, religion, national origin, ancestry, sex/gender, age, physical or mental disability, military or veteran status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other characteristic protected by applicable federal, state or local law.

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