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Form of workAre you looking for a company who believes in world-class employee culture and focuses on growing YOU professionally?
Welcome to Alpine Intel, a leader in the property insurance intelligence industry. We are currently seeking an IT Desktop Support Technician to join our growing team in Charlotte, NC.
Alpine Intel is seeking an IT Desktop Support Technician to provide IT support in our Charlotte, NC call center office. The candidate must be able to thrive in a fast paced, demanding work environment, as our call center is a critical part of the business. Responsibilities include, but are not limited to, installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment to ensure optimal workstation performance. In addition, the IT Desktop Support Technician may assist engineers on infrastructure issues and projects. The IT Desktop Support Technician will be expected to meet with the customers on a frequent basis to ensure they are getting what is needed from IT. The IT Desktop Support Technician will report directly to the IT Desktop Support Supervisor.
What Does Alpine Intel Offer You?
- Competitive Compensation Package
- Bonus Opportunity
- Career Growth
- A Diverse & Positive Work Environment
- Professional Development
- Employee Referral Bonus
- Medical, Vision, and Dental Insurance Coverage
- 401K with Match
- HSA and HRA (Employer contributions)
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short-Term and Long-Term Disability
- Tuition Reimbursement
- Paid Time Off and Holidays
Duties and Responsibilities:
- Perform onsite analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Provide first and/or second line network troubleshooting and escalate and work with network engineers when required.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
- Document all support activities in the ticketing system.
- Participate in the execution of IT policies and procedures.
- Provision user accounts and perform on/off boarding IT responsibilities.
- Stay up-to-date with emerging technologies and trends in the IT field.
- Assist in developing long-term strategies, tactical plans, and capacity planning for meeting future end-user device needs.
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.
- Other duties as assigned.
- Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
- Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
- Maintain security patches on all systems.
- If necessary, liaise with third-party support and equipment vendors.
- All other duties as assigned.
Minimum Requirements:
- Bachelor’s Degree in Information Technology or related field is preferred, but not required. Will also consider combinations of education and/or IT Certifications in addition to relevant experience.
- Minimum of 5 year of experience in information technology.
- Experience with Microsoft Office 365 and Active Directory.
- Experience supporting a call center a definite plus.
- Knowledge of Call Center as a Service (CCaaS) technologies such as Five9 or similar a definite plus.
- Familiarity with Windows and Mac operating systems.
- Knowledge of networking concepts and protocols
- Familiarity with help desk ticketing systems
- Excellent communication and interpersonal skills.
- Ability to work well in a team environment.
- Ability to work with minimal direction and oversight.
- Ability to prioritize, multitask, and manage time effectively.
- Ability to work in a fast paced, hectic environment is required.
- Travel required, up to 5%.
- On call, afterhours and weekend work required.
Physical Requirements:
- Works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties.
- Noise level in the work environment is typical of that of an office.
- Incumbent may encounter frequent interruptions throughout the workday.
- Regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 50 pounds.
To learn more about us visit https://alpineintel.com/.
Alpine Intelis committed to creating a diverse environment and is proud to be an equal opportunity employer. We are an E-Verify participating employer.
