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Technical Support Analyst

2 months ago

Harrisburg, Pennsylvania, United States K2 Insurance Services, LLC Full time
Job Overview

IT SYSTEMS SUPPORT SPECIALIST

K2 Insurance Services is in search of dedicated Systems Support Specialists to enhance its IT department. This role offers the flexibility of remote work.

K2 Insurance, through its network of affiliated insurance entities, is committed to broadening its service offerings and expanding its distribution channels by developing innovative insurance solutions and augmenting its marketing, sales, underwriting, and support personnel.

The Systems Support Specialist will provide essential assistance to users of computer systems. This support may involve hardware components, such as desktop computers, printers, scanners, or mobile devices, as well as software applications. The Specialist will systematically document all support interactions by creating IT tickets through ticket-tracking software, updating the status of each ticket as user issues are resolved. Assistance may be provided in person for internal users or via phone for external users.

Key Responsibilities:

  • Deliver technical support to both on-site and remote users, troubleshooting and resolving issues related to PCs (laptops and desktops), printers, and other peripherals, as well as applications, databases, mobile devices, and remote access.
  • Oversee the procurement of desktop hardware, installation of software, configuration and setup of PCs, and installation of printers and other peripherals as required.
  • Provide Level 1 and Level 2 support for identified issues with systems and networks.
  • Engage in technical research and solution development to enhance efficiency, reliability, and innovation.
  • Facilitate the deployment of hardware by establishing connections and executing necessary commands.
  • Ensure system functionality by testing computer components.
  • Maintain historical records by documenting changes and revisions to hardware and software.
  • Safeguard client confidentiality and uphold operational integrity by protecting sensitive information.
  • Contribute to team objectives by achieving related results as necessary.
  • Analyze and resolve escalated issues concerning IT hardware and software.
  • Document and guide users on the optimal utilization of technical resources.
  • Record all service interactions and document resolutions.
  • Seize opportunities to acquire new skills and technologies.
  • Exhibit excellent communication and problem-solving abilities, complemented by a strong customer service orientation.
  • Participate in after-hours upgrades, troubleshooting, and/or on-call support as required.
  • Perform other duties as assigned.

Qualifications:

  • A degree in business, mathematics, computer science, information systems, engineering, or a related technical field is advantageous but not mandatory.
  • Certifications such as CompTIA – A+, Network+, Security+ are highly preferred.
  • A minimum of 3-5 years of experience in systems support is required.
  • Proficiency in core technology products, including operating systems, hardware, mobile device management, email filtering, copiers, and printers.
  • Experience with Microsoft Enterprise Products, including Windows 7 & 10 Pro and Office 365.
  • Theoretical and practical knowledge of Domain Management, Group Policy, Active Directory, DNS, WDS, etc.
  • Familiarity with Hyper-V & VMware Desktop Virtualization or similar technologies.
  • A solid understanding of common information technologies and systems.
  • Ability to interpret documents such as contracts, procedures, instructions, MSDS forms, and safety manuals.
  • Capacity to manage multiple tasks simultaneously while providing necessary support.
  • Exceptional communication and problem-solving skills, along with a strong customer service focus.
  • Physical ability to lift and move objects weighing up to 50 lbs.

K2 Insurance provides an opportunity to be part of a growing company. Our compensation and benefits package includes a competitive salary, bonus plan, comprehensive medical, dental, and vision insurance with no waiting period, paid time off in the year of hire, and a 401(k) plan with employer matching.