Posted: 4 weeks ago

Duties:

Service Request Management

• Receive service requests from users and IT Service Desk Technician(s) having problems or questions using computer hardware, software, telecommunications, mobile devices, and network access.
• Resolve tier 1 service requests such as basic desktop operating system and application issues, system sign-on resets, and invalid password resets.
• Analyze and resolve tier 2 service requests routed by IT Service Desk Technician(s).
• Route unresolved service requests to IT Service Desk Lead(s) if further action is required.
• Accurately log, verify, and maintain status of all service requests reported and close the request when completed to the expectations of the user.

Technical Support and Maintenance

• Perform installation and maintenance of desktop software including operating systems, standard desktop applications, desktop tools, utilities, and business unit applications based on documented procedures.
• Perform physical setup or relocation of desktop computers, peripherals, telecommunication devices, and other IT-related equipment.
• Work with IT Service Desk Lead(s) to learn and improve tier 1 and tier 2 service functions and responsibilities.
• Work with IT Onsite Service Manager(s) to learn and improve specific tier 1 and tier 2 service functions and responsibilities for the individual companies serviced by IT Shared Services.
• Work with contracted vendors as directed.

Security and Reporting

• Inform AVP Information Systems of any major hardware or software issues/problems.
• Recognize and report all suspected computer-related security incidents immediately to the Information Security team per current security incident response procedures.

Professional Development and Compliance

• Actively keep abreast of new hardware and software product developments.
• Strictly adhere to all Island Holdings core values and IT Shared Services guiding principles.
• Possess a positive, service-oriented attitude towards agencies, insureds, and employees within the Company.
• Must be able to work nights and weekends when required.
• Must be able to effectively work remotely to assist users via telephone and/or tele-conferencing.
• Occasional travel to company locations is required.

Qualifications:

• Associates Degree in Computer Science or related field preferred.
• Minimum 3 years work experience and/or training in providing end user service of Microsoft Windows based desktop hardware, software and networking required.
• Equivalent combination of education and job-related experience will be considered.
• Any additional education/experience requirements.

Pay: $23 – $28 per hour