Service Desk Technician III

4 weeks ago

Tampa, United States Baldwin Risk Partners Full time

The Baldwin Group (previously Baldwin Risk Partners) is a cohesive group of experts in business insurance, employee benefits, retirement planning, and all areas of private and personal insurance. Since 2011,we've evolved from a local business into a national firm with a vast network of specializations serving two million clients across the country.

At The Baldwin Group, we provide solutions so our clients can pursue what's possible for themselves, their families, and their businesses. Whether renting a first apartment, opening a small business or takinga company public, we offer solutions to support clients at every step of their journey giving them peace of mind to pursue their purpose, passion, and dreams. We Protect the Possible.

This role will report into the IAS Applications Team and serve as a Service Desk Technician III - Business Applications.

In a fast paced, multi-faceted environment, the Service Desk Technician III - Business Applications will apply a deep understanding of application systems, strong analytical abilities, and excellent problem-solving skills. As a Service Desk Technician III - Business Application, you will be responsible for providing advanced technical support for complex application issues, troubleshooting escalated problems, and collaborating with internal teams to ensure optimal performance and reliability of our applications. This role requires technical expertise, with the primary applications being in the Applied Systems, Inc. suite of products but extends well beyond into legacy applications and involves, at times, deep collaboration with other IT Support analysts (network, cloud, etc.).

Ideally, the Service Desk Technician III - Business Applications will also have knowledge of the following areas of Applied Epic:

  • User Setup/Inactivation
  • Structure & Security Settings
  • Procedures Area
  • Interface Management
  • Download/Interface Configuration
  • Configuring Accounts, Accounting, Attachments, Links, Policies, Proofs, Security, and Activities
  • Use of Real-Time and Configurations
  • Utilities Area
  • Epic Quotes
  • Renewals Manager
  • SDK and BDE, and Applied Data Lake
  • Other non-Epic products (Indio, CSR24, Tarmika, EZ-Lynx, AESF, Applied Rater, and IVANS)
Finally, the Service Desk Technician III - Business Applications should have the ability to respond quickly to incoming ticket requests through the firm's ITSM system (FreshService), and should be highly attentive and organized in order to keep up with incoming ticket volumes.

PRIMARY RESPONSIBILITIES:

System Stability, Support, and Uptime
  • Participate in cross-functional teams to implement system enhancements, upgrades, and patches.
Contribute to Infrastructure Organization
  • Serve as a subject matter expert on supported applications, including understanding their architecture, functionality, and integration points.
  • Identify opportunities for process improvement and efficiency gains within the support organization.
  • Contribute to security enhancements ongoingly.
Documentation
  • Develop and maintain knowledge base articles, documentation, and training materials for internal and external stakeholders.
Customer Service
  • Provide advanced technical support for complex application issues, including troubleshooting, root cause analysis, and resolution.
  • Collaborate with Tier I and Tier II support teams to escalate and resolve issues in a timely manner.
  • Communicate effectively with clients, vendors, and internal stakeholders to ensure timely resolution of issues and effective coordination of support activities.
  • Provide on-call support and participate in a rotating schedule for after-hours support as needed.
Ideally, the Service Desk Technician III - Business Application will have deep knowledge, skills, and a minimum of 3 years of experience in application support.

EDUCATION AND EXPERIENCE REQUIREMENTS:
  • Education: Bachelor's degree in Computer Science, Information Systems, or related field.
  • Experience: 3+ years of experience in application support, with a focus on Tier III or advanced technical support.
  • Strong understanding of application architectures, databases, and integrations.
  • Experience with troubleshooting tools and techniques, including log analysis, SQL queries, and performance monitoring.
  • Excellent problem-solving skills and the ability to think creatively to resolve complex issues.
  • Strong communication skills, both verbal and written, with the ability to effectively communicate technical information to non-technical stakeholders.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • ITIL or similar certification is a plus.
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
  • Insurance agency management system administration, such as Applied Epic, Applied TAM, AMS 360, preferred
  • Works independently, with limited direction, and is evaluated through end results.
  • Has been a part of initiatives or multiple initiatives that are significant in scope and impact.
  • Excellent oral and written communication skills.
  • Excellent time management and prioritization skills.
  • Ability to work in a collaborative, team environment.
  • Strong analytical and problem-solving skills.
  • Strong interpersonal skills to communicate with stakeholders and software development personnel.
  • Demonstrates the organization's core values, exuding behavior that is aligned with the firm's culture.
  • MS Office Suite: Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
SPECIAL WORKING CONDITIONS:
  • Fast paced multi-tasking environment
IMPORTANT NOTICE:
  • This position description is intended to describe the level of work required of the person performing in the role and is not a contract. The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization. All requirements may be subject to reasonable accommodations to applicants and colleagues who need them for medical or religious reasons.
EEOC (STATEMENT):
  • BRP is an equal employment opportunity firm and strives to comply with all laws prohibiting discrimination based on race, color, religion, age, sex (including sexual orientation and gender identity), national origin or ancestry, disability, military status, marital status, and any other category protected by federal, state, or local laws. All such discrimination is unlawful, and all persons involved in the operations of the firm are prohibited from engaging in this conduct.


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