Job Summary

This position is responsible for ensuring an outstanding level of customer service by providing direct IT support to employees and customers, supervising the Help Desk and managing the technical support staff and ensuring successful implementation, reliable operation, maintenance, security and troubleshooting of software and/or systems.

Duties and Responsibilties

• Leads the Helpdesk in engaging in proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the organization
• Schedules staff to ensure appropriate Help Desk coverage during normal business hours and on-call support as required
• Oversees help desk staff and monitors the help desk queue and, in conjunction with users, isolates problems from symptoms, determines solution or alternatives, develops and implements a timely resolution and communicates procedure changes with all users as appropriate
• Coordinates training requirements of Help Desk personnel
• Provides staff support for administrative tasks and projects relative to the Desktop, Wide Area Network, Local Area Network and Telephone functions
• Delivers accurate and efficient system administration including adding/updating/maintaining user information, security rights, agency and company information, forms & templates and appropriately mapping data
• Creates and maintains appropriate documentation such as user manuals and administration manuals
• Invokes problem escalation procedures to coordinate recovery
• Resolves problem situations in a professional manner and effectively communicates with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department
• Assists in installation of new releases of software by installing, testing and documenting upgrades from vendor and reporting discovered defects to the vendor for correction
• Accountable for meeting systems infrastructure or operational Service Level Agreements established by Chief Technology Officer
• Acts as a liaison between users and vendor
• Assists in the development and implementation of quality improvement programs for assigned department(s) and accurately communicates pertinent information
• Other related duties as assigned

Qualifications

Bachelor’s degree in computer science, information systems or related field or at least five years of help desk experience, including two years in a supervisory position; or equivalent combination of education and experience including:

· In-depth knowledge of the most current released version or its most immediate predecessor of the following:

• Microsoft Operating Systems (Server & Workstation)
• Windows Server
• Office 365 admin experience
• Active Directory Management
• VOIP Phone System Management
• Patch Management Experience
• Network Protocols (TCP/IP, WINS, DNS, DHCP)
• Network devices such as hubs, switches, routers, firewalls, and wiring
• VPN, Printers, DC, Antivirus (Trend) etc.

· Hands-on experience in the imaging/setup, maintenance and supporting a thin client environment (required)

· Understanding of insurance or related financial industry and company business practices

· Certifications in Windows and network technologies strongly preferred.

· Experience with SOC (System and Organization Controls) audits: active/terminated accounts, license assignments, change control, policies/procedures

EOE – qualified veterans and minorities are encouraged to apply