Helpdesk Technician

4 weeks ago

Fort Wayne, United States AGIA Affinity Full time

Job Type

Full-time

Description

ABOUT DOXA

DOXA Insurance Holdings is a Midwest-domiciled holding company that acquires specialty niche-focused insurance distribution companies such as Managing General Agencies (MGA), Wholesale Brokers, Program Administrators, and Retail Agencies. We currently operate 15 companies and expect that number to grow every year. DOXA's leaders are experienced insurance executives with credentials in the niche and specialty insurance market. We are building a team of fun, hard-working people that want to help us continue to thrive and grow.

Our DOXA Corporate office is looking for a Helpdesk Technician. The IT Helpdesk Technician provides basic troubleshooting to support productivity and security standards for internal clients by supporting, deploying and maintaining Doxa workstations, server, and peripheral equipment, including LAN infrastructure, data security and software integration. This is an in-office or hybrid position at DOXA Insurance Holdings, LLC (Fort Wayne, IN) office.

Essential Job Functions

  1. Support, troubleshoot and implement hardware and software.
a. Work within Active Directory/M365 (AD DS) to setup user accounts.

b. Configure and maintain user email accounts via Microsoft Exchange/M365.

c. Maintain backup systems.

d. Support and troubleshoot issues with user applications and production software.

e. Image and deploy workstations/laptops for associates.

f. Image and configure virtual desktops within the virtual infrastructure.

g. Troubleshoot and administer physical peripheral devices such as printers, scanners and other equipment.
  1. Handle tickets, phone calls, and Teams messages when they arrive.
a. Utilize the internal Service Center solution to administer and escalate tickets.

b. Answer Service Center calls and assist associates as needed.

c. Enter work into tracking software
  1. Maintain Service Level Agreements and prioritize accordingly.
a. Complete tickets within SLA.

b. Maintain courteous and professional communication to associates at all times.

c. Escalate tickets as necessary.
  1. Perform miscellaneous functions and special projects as assigned.
Performance Measurements
  1. Workstation software and hardware are current within business standards.
  2. Trouble calls, tickets and requests are handled according to documented standard operating procedures while maintaining a positive NPS (Net Promoter Score).
  3. Virus notifications and other alerts are addressed immediately.
  4. Physical security of storage room, server room and other sensitive areas are maintained at all times.
  5. Ticket follow-ups are preformed post-resolution to ensure satisfactory resolutions.
  6. Projects are completed according to agreed upon deadlines and specifications.
  7. Resolve identified problems within agreed upon timeframes as determined by each individual problem.
Qualifications

Education/Certification:

High School Graduate

A+ and/or Net+ certification desired.

Microsoft certifications desired.

Required Experience:

Two + years professional experience working in Helpdesk or IT related field.

Required Knowledge:

Knowledge of M365, Windows 10 Operating Systems, Windows Server 2016, Microsoft Office Applications, Active Directory, Exchange, DNS, DHCP, and Helpdesk software.

Skills/Abilities:

Intermediate proficiency in MS Office.

Travel:

Minimal travel required.

Work Schedule:

Monday - Friday with some weekend or after-hours work. Hybrid

BENEFITS

DOXA Insurance Holdings offers employees an excellent work environment with opportunities for growth. We offer flexible work schedules and casual work attire & environment. This is an in-office or hybrid position at DOXA Insurance Holdings, LLC (Fort Wayne, IN) office.

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