IT Support Specialist
3 weeks ago
Job Summary
World Insurance Associates LLC is seeking a skilled IT Support Specialist to join our team. As an IT Support Specialist, you will be responsible for providing technical assistance and support for incoming helpdesk tickets and escalations related to computer systems, software, security, and hardware.
Key Responsibilities
- Provide technical assistance and support for incoming helpdesk tickets and escalations
- Effectively respond to tickets in person or over the phone
- Document solutions and advise team on training recommendations to cut down on tickets
- Train computer users when possible
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by employee
- Walk the employee through the problem-solving process
- Direct/Escalate unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Keep IT documentation up-to-date
- Close helpdesk tickets upon resolution and in a timely manner
- Follow-up and update employee status and information
- Adhere to outlined ticket SLA
- Pass on any feedback or suggestions to IT Management
- Identify and suggest possible improvements on procedures
- On Call Support as outlined in the calendar year
- Support M&A integration process as needed and or outlined by team members
- Some travel to various WIA offices will be required
Requirements
- Proficient technical knowledge and ability to confidently and effectively communicate with users
- Customer-oriented and patient in their interaction with users who are not technically inclined
- Ability to work in a fast-paced and user-demanding environment
- Self-driven and able to take direction as well as prioritize tasks as requested
- Ability to serve as the first and second point of contact for employees seeking technical assistance
- Ability to perform remote troubleshooting and determine the best solution based on the issue and details provided by employee
- Ability to walk the employee through the problem-solving process and direct/escalate unresolved issues to the next level of support personnel
- Ability to provide accurate information on IT products or services and record events and problems and their resolution in logs
- Ability to keep IT documentation up-to-date and close helpdesk tickets upon resolution and in a timely manner
- Ability to follow-up and update employee status and information and adhere to outlined ticket SLA
- Ability to pass on any feedback or suggestions to IT Management and identify and suggest possible improvements on procedures
- Ability to work on call and support M&A integration process as needed and or outlined by team members
Equal Employment Opportunity
World Insurance Associates LLC is an equal opportunity employer and celebrates and supports our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish.
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