IT Support Specialist

6 days ago


Boston, Massachusetts, United States World Insurance Associates LLC Full time

Job Summary

We are seeking a skilled IT Support Specialist to join our team at World Insurance Associates LLC. As an IT Support Specialist, you will be responsible for providing technical assistance and support for incoming helpdesk tickets and escalations with issues 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
  • Proficiency in Active Directory / Azure, Intune & Autopilot, O365 Administrator Console, Exchange Administrator Console, Windows 10/11, Network & Printer Troubleshooting, and Hardware Inventorying
  • Self-driven and able to take direction as well as prioritizing tasks as requested

About Us

World Insurance Associates LLC is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status.


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