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Technical Support Specialist

2 months ago

Pleasanton, California, United States ICW Group Full time

Are you seeking a role that offers more than just employment? At ICW Group, we value innovative individuals who adapt, grow, and deliver results. We foster a dynamic work environment that encourages creativity through collaboration. Our mission is to provide the best insurance experience possible.

As a leading company headquartered in San Diego, ICW Group has consistently been recognized as a Top 50 performing P&C company for seven consecutive years, combining the stability of a large, profitable organization with the entrepreneurial spirit of a smaller firm. Our purpose-driven culture empowers team members to contribute, develop, and feel a sense of belonging.

The IT Support Technician plays a crucial role in delivering high-quality technical assistance to internal staff and end users concerning PCs, servers, networks, and applications. This position is vital for ensuring that technical issues faced by internal customers and end users are addressed promptly.

Key Responsibilities

Provide technical support to internal staff and end users for various applications and issues.

  • Troubleshoot and resolve routine technical service and equipment issues by analyzing and diagnosing faults using established protocols.
  • Offer technical advice, guidance, and informal training on various topics to enhance user effectiveness.
  • Collaborate with relevant IT departments to restore services and identify issues, 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 problems.
  • 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 issues, performing User Acceptance Testing (UAT) to confirm resolutions.
  • 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.

Installation, Maintenance, and Upgrades

  • Manage complex mobile device configurations and troubleshooting.
  • Provide on-site and remote desktop and printer support across various settings.
  • Travel to different company locations monthly to deliver on-site technical support.
  • Perform on-call duties as assigned to minimize business impact outside of normal working hours.

One-on-One Technical Support

  • Diagnose questions/problems, research knowledge-based articles, and guide users through step-by-step solutions in a Service Desk environment.
  • Communicate solutions 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.

Specialized Duties and Ad-Hoc Tasks

  • Provide light server and/or network support as required.
  • Assist with higher-level technical support under the guidance of Network Engineers.
  • Manage the IT Asset Management lifecycle/process.
  • Support 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 attended conferences.

Qualifications

  • Associate's degree in Computer Science or a related field, or a minimum of 4 years of relevant experience; 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.

Knowledge and Skills

  • Understanding of operating systems, including Microsoft Windows 2010; Active Directory, user, computer, security groups, and profile settings related to security and entitlements preferred.
  • 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, including peripherals.
  • Excellent problem-solving and communication skills, particularly over the phone; strong interpersonal skills and customer service orientation; ability to thrive in a high-stress, fast-paced environment.
  • Effective verbal and written communication skills.
  • Able to diffuse frustrated users effectively.
  • Patient, diplomatic, and calm in communication.
  • Reliable, responsive to emergencies, and willing to work beyond normal hours with short notice.
  • Enjoy working on cross-functional teams.
  • Ability to apply logical principles to a wide range of problems.
  • Willingness to travel up to 10% of the time.

The current salary range for this position is $28.18 to $47.52, exclusive of fringe benefits and potential bonuses. Final base salary compensation will be determined by factors unique to each candidate, including experience, education, and role location, considering employees performing substantially similar work.

Why ICW Group?

  • Engaging work that allows you to make a meaningful impact.
  • A supportive environment where you can express your ideas and feel included.
  • Competitive benefits package, including comprehensive medical, dental, and vision plans, as well as 401K retirement plans with company matching.
  • Bonus potential for all positions.
  • Generous Paid Time Off policy, accruing 5.23 hours per pay period (equivalent to 17 days per year).
  • 10 paid holidays throughout the year.
  • Opportunities for continuous learning and development.

ICW Group is dedicated to fostering a diverse workplace and is proud to be an Equal Opportunity Employer. We do not discriminate against applicants or employees based on 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 law.