Senior Systems Support Specialist
2 weeks ago
AIPSO operates as a management entity and service provider for various groups within the insurance sector, tasked with overseeing the residual market. We are a nationwide organization dedicated to addressing local customer requirements. Our focus on centralization and standardization enhances many AIPSO services, leveraging economies of scale and operational efficiencies.
Customer-Centric Approach:
Despite our centralized structure, we prioritize customer satisfaction and acknowledge the necessity for adaptability in catering to diverse customer groups.
Key Responsibilities:
1. Oversee help desk functions, ensuring prompt and effective resolution of support inquiries.
2. Provide advanced technical expertise to address complex technical challenges.
3. Manage escalated issues and collaborate with senior support teams.
4. Mentor support personnel and offer continuous technical training.
5. Create and update documentation and knowledge base entries.
6. Coordinate projects and tasks with other departments as required.
7. Work with management to identify skill gaps and recommend appropriate solutions.
8. Monitor help desk performance metrics and service quality.
9. Engage in project-related activities beyond standard support duties.
10. Travel to various office locations as needed.
Qualifications:
Education:
A Bachelor's degree in Computer Science, Information Technology, or a related discipline is preferred. Equivalent experience or training may be considered in lieu of a degree. Relevant certifications such as CompTIA A+, Network+, or Security+ are advantageous.
Experience:
Minimum of 5 years in IT technical support roles, with experience across various operating systems, software applications, and network infrastructures. Familiarity with ITIL, Agile, or other IT frameworks is beneficial. Previous leadership experience is preferred.
Skills & Competencies:
- Proficient in configuring and supporting Windows client operating systems, with exposure to common non-Windows devices.
- Excellent customer service and interpersonal skills, with the ability to listen and comprehend issues effectively.
- Strong written and verbal communication skills, capable of explaining complex technical concepts to non-technical users.
- Knowledgeable in configuring and supporting standard desktop applications, including Microsoft Office 365 Suite, SharePoint, and Citrix.
- Eagerness to independently learn and apply new technologies.
- Strong analytical and problem-solving abilities, with a focus on identifying root causes and evaluating multiple solutions.
- Ability to work autonomously while maintaining professional interactions within a team.
- Physical capability to access small spaces for equipment maintenance and lift/move items weighing up to 40 pounds.
Compensation:
The salary range for this position is $66,600 - $106,400 annually. Actual compensation will be influenced by various factors, including the role's complexity, location, and the candidate's skills, education, and experience.
AIPSO is committed to equal employment opportunities. All employment decisions are made without discrimination and in compliance with applicable laws.
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