Technical Support Specialist

2 weeks ago

Pleasanton, California, United States ICW Group Full time

Are you seeking a role that offers more than just a position? At ICW Group, we value innovative individuals who are adaptable, collaborative, and dedicated to delivering exceptional results. Our focus is on fostering a positive work environment that encourages creativity and teamwork, all aimed at enhancing the insurance experience for our clients.

As a prominent player in the insurance industry, headquartered in San Diego with regional offices across the United States, ICW Group has consistently been recognized as a leading P&C company. We pride ourselves on our entrepreneurial spirit and our commitment to providing our team members with opportunities for growth and contribution.

The IT Support Technician will deliver comprehensive technical assistance to internal staff and end users concerning PCs, servers, networks, and applications. This role is essential for ensuring that technical challenges faced by internal customers and end users are addressed promptly and effectively.

KEY RESPONSIBILITIES

Provide technical assistance to internal staff and end users for various applications and issues related to ICW Group.

  • Troubleshoot and resolve routine technical service and equipment issues by analyzing and diagnosing faults using established procedures.
  • Offer technical advice, guidance, and informal training on a range of topics to enhance user effectiveness.
  • Collaborate with relevant IT departments to restore services and identify problems, escalating security tickets as necessary.
  • Maintain Standard Operating Procedures for the respective ICW Group location.
  • Ensure adherence to service level agreements (SLA) for tickets in the ServiceNow system.
  • Conduct root cause analysis and develop checklists for common issues.
  • Build rapport with customers to gather problem details, documenting and tracking issues for timely resolution.
  • Manage network account provisioning and deprovisioning, including follow-up calls for new hires.
  • Identify, research, and resolve technical problems, performing User Acceptance Testing (UAT) to confirm resolution.
  • Respond to requests for technical support via phone, email, and in-person.
  • Act as Incident Manager, monitoring security alerts and creating incident/request tickets as needed.
  • Ensure all tickets are assigned to the appropriate personnel and updated regularly, following established procedures.

Perform installation, maintenance, and upgrade activities:

  • Manage complex mobile device configurations and troubleshooting.
  • Provide on-site and remote desktop and printer support in various environments.
  • Travel to different company locations to deliver on-site technical support as required.
  • Be available for on-call duties outside of normal business hours to minimize business impact.
Provide one-on-one technical support for software, hardware, internet connectivity, and network issues:
  • Diagnose questions/problems, research knowledge-based articles, and guide users through step-by-step solutions in a Service Desk environment.
  • Communicate solutions effectively to customers and document problems and resolutions.
  • Maintain the IT Service Desk knowledge base.
  • Act as Crisis Manager during major network issues, coordinating resources and facilitating discussions.
Perform specialized duties or ad-hoc tasks as assigned:
  • Provide light server and/or network support as needed.
  • Assist with higher-level technical support under the guidance of Network Engineers.
  • Manage and oversee the IT Asset Management lifecycle/process.
  • Support the procurement of standard IT hardware, software, and services.
  • Assist and train both technical and non-technical staff in computer operations and software usage.
  • Provide training to the Client Services team and share insights from conferences attended.
QUALIFICATIONS
  • Associate's degree in Computer Science or a related field, or a minimum of 4 years of relevant experience required; Bachelor's degree preferred.
  • At least 3 years of experience as a Network/Computer Technician in environments with 500+ users preferred.
  • Experience with MS Exchange is preferred.
CERTIFICATIONS
  • A+ or MCP, CompTIA Network + Certification, MS Certified Desktop Technician preferred.
  • A valid driver's license is required.
SKILLS AND KNOWLEDGE
  • Understanding of operating systems, including Microsoft Windows 2010; familiarity with Active Directory, user, computer, security groups, and profile settings.
  • In-depth knowledge of the Windows Operating System and experience with desktop software installation and configuration; familiarity with desktop and laptop hardware maintenance and repair.
  • Excellent problem-solving and communication skills, particularly over the phone; strong interpersonal skills and customer service orientation.
  • Ability to communicate effectively both verbally and in writing.
  • Capable of diffusing frustrated users with patience and diplomacy.
  • Reliable and able to respond to emergencies, working beyond normal hours when necessary.
  • Enjoy collaborating with cross-functional teams.
  • Ability to apply logical principles to a variety of intellectual and practical challenges.
  • Willingness to travel up to 10% of the time.
The salary range for this position is competitive and will be determined based on individual qualifications, including experience and education.

WHY ICW GROUP?
  • Engaging work that allows you to make a meaningful impact.
  • A supportive environment where you can express your ideas and feel valued.
  • Comprehensive benefits package, including medical, dental, and vision plans, as well as 401K retirement plans with company matching.
  • Bonus potential available for all positions.
  • Generous Paid Time Off policy.
  • 10 paid holidays each year.
  • Commitment to continuous learning and professional development.
ICW Group is dedicated to fostering a diverse workplace and is proud to be an Equal Opportunity Employer, ensuring that all applicants are treated fairly without regard to race, color, religion, national origin, sex/gender, age, disability, military status, genetic information, sexual orientation, gender identity, or any other characteristic protected by law.

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