SUMMARY:
Primarily responsible for performing incident management on Enterprise IT equipment, which includes installation, maintenance, troubleshooting, and repair of hardware and software. Assists and consults with vendors, consultants, subject matter experts, management, and the customer on the evaluation, analysis and troubleshooting of systems. Provides support documentation, workarounds and solutions to customer and peers through training and communication. Maintains a high level of customer service through relationship management and actionable follow through. Expounds upon the skills and responsibilities of the Systems Support Technician position.
This description identifies the responsibilities typically associated with the performance of the job. The percentage of time in any responsibility may vary between positions. Other relevant essential functions may be required.
EMPLOYMENT QUALIFICATIONS:
A. EDUCATION REQUIRED:
Associate degree in computer science field or related business field required. Combinations of education and experience may be considered in lieu of a degree/certificate.
PRIMARY RESPONSIBILITIES:
- Responds to and resolves call incidents.
- Clearly documents client requests by entering information into an ITSM Incident System and assigning call incidents appropriately. Based on documented procedures, determines severity and impact of request and prioritizes workload appropriately.
- Provides internal system support to all enterprise customers as well as external support to agent and policyholder customers.
- Triage and troubleshoot client computing devices and peripherals for enterprise customers. Peripherals include, but not limited to mobile devices, tablets, printers, cameras, projectors, and similar devices.
- Assists with and resolves call incidents, primarily through the incoming ACD/phone system queue via phone support.
- Ability to manage multiple priorities and meet established service level agreements and deadlines in a high production environment.
- Identifies, evaluates, and communicates the impact of change on information systems, procedures, and workflows.
- Develops support documentation and user references (i.e. faxing, operating system, and Microsoft Office applications), as necessary, for client computing
- Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting.
- Assists agents and policyholders with utilization of company specific, web based applications, in support of policy and claim administration.
- Modifies and maintains specific end-user application security.
- Communicates with external vendors related to software and hardware issues and problem solving.
- Maintains confidentiality of information processed.
B. EXPERIENCE REQUIRED:
A minimum of three years experience working within an IT environment with business systems support or relevant experience that provides the necessary skills, knowledge and abilities. Six months relevant customer service duties required.
C. SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
- Ability to clearly and concisely communicate factual and technical information to all levels of understanding.
- Ability to organize, prepare, analyze, and interpret data trends to find and solve problems.
- Advanced knowledge of computers, word processing, spreadsheet, and database software.
- Practical knowledge of enterprise applications, and the support structure to apply necessary problem solving practices and procedures.
- Excellent oral and written communication skills.
- Maintains an up-to-date technical and practical knowledge and understanding of hardware and software analysis and troubleshooting.
- Ability to proofread documents for accuracy of spelling, grammar and punctuation.
- Ability to conduct independent research and excellent analytical skills.
- Ability to thrive under shifting demands and changing priorities.
- Excellent customer service skills.
- General insurance knowledge.
- General knowledge of business units/insurance operations.
- Ability to perform mathematical calculations and statistical reporting.
- Ability to take conceptual information and transform it into clear and detailed documentation.
- Excellent organizational skills and ability to prioritize work.
- Ability to understand and follow safety and security practices.
- Ability to move or lift heavy objects weighing up to 40lbs. unassisted.
- Ability to accurately type 40 wpm.
D. ADDITIONAL EDUCATION, EXPERIENCE, SKILLS, KNOWLEDGE AND/OR ABILITIES PREFERRED:
- Progression toward a minimum of one industry recognized Operating System or Hardware based technical certification such as Microsoft Certified Solutions Associate (MCSA) or CompTIA A+ preferred.
- Experience working within an IT HelpDesk highly preferred.
WORKING CONDITIONS:
Work is performed in an office environment or in computer rooms, which may be warmer or cooler than normal offices. Travel may be required. May be called upon after-hours (including night, weekends, holidays, and other shifts) if needed. Hazards: Possible injury in working with electronic equipment. Must follow accepted safety and security procedures.
