It Systems Support Clerk

Company Overview

Keystone Advisors is a full-service marketing company aligned with Top Health Insurance Carriers to provide our partners and clients a broad and competitive portfolio of Insurance Options. We have over 20 years' experience in Insurance marketing while serving our local communities with Medicare, Individual, Group Health, Life, and Annuity products. The foundation of the company and its employee's lie in our core values: Customer service, integrity, compassion, tenacity, & collaborator [team player]

Job Summary

An IT System Support Clerk is responsible for ensuring Company Offices and Call Center is functioning at full capacity, pulling reports, and provide IT assistance as directed by CIT Solutions and Systems Administrator and based on company needs.

Duties and Responsibilities

• Manage and troubleshoots phone system, computers (workstations, iPads, Laptops, audio-video-webcams), bandwidth providers, NAS, printers, and assist with conference rooms video/audio setup for vendors and company office sites
• Strategize with administrative staff on best practices related to MFA (multi-factor authentication) for remote workers, vendor portals, employee mobile devices, and internal company software
• Collaborate with CIT Solutions to create an updated Application Risk Assessment SSVD (System Security Validation Document) for future RFP requests
• Ensure managers are maintaining computers in the on position
• Check HRIS/Timekeeping kiosk daily to ensure time clock portal is functioning correctly
• Routine maintenance of all hardware after software updates
• Assist corporate trainer with training current and new employees on how to use phone system and answer questions as necessary
• Assist any employee experiencing a software issue how to navigate basic troubleshooting (how to submit an IT ticket, contacting vendor support by chat/email/phone to resolve minor issues or report reoccurring issues) and remind employees to inform their immediate supervisor of these issues
• Assist with password resets for O365, which is used for SSO
• Assist CIT Solutions with triggered security events: multiple incorrect sign-in attempts, phishing incidents, isolating any infected workstation from the domain
• Collaborate with HR and corporate trainer to ensure new hire security training is up-to-date and quarterly review for all employees
• Create or provide existing training documentation for employees
• Create manual within requested deadline containing all information relating to phone system as well as contact information for all individuals/vendors involved with phone system.
• Maintain and update the reference manual and provide to Sales Director of Call Center and Human Resources
• Ensure all workstations are set up -computer/monitor/keyboard/webcams/audio headsets
• Assist CIT Solutions IT assistance as necessary
• Assist employees with download of approved software as necessary
• Run designated VoIP reports daily or as requested and send to designated managers, directors, and administration using API or built-in analytics
• Create standard operating process and procedures documentation for all reports
• Communicate with employees in a positive, respectful, and professional manner

• Be available for emergency assistance, outside of normal business hours
• Collaborate with other departments or vendors to code/script to maximize flow of data automatically
• Shadow and join in other departments meetings to identify, design, implement, and test process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
• Identify and implement ways to improve data reliability, efficiency, and quality
• Log, track and share testing results in shared folder database.
• Quarterly reviews with each department to review the scripts in place for that department to ensure no updates need to be made and it's running effectively
• Train individuals as backup support as needed in all areas
• Other duties as assigned based on company needs

Knowledge, Skills, Abilities

• Continue to gain knowledge and experience in automation and maintenance
• Know and apply programming language and tools
• Excellent communication and interpersonal skills
• Basic computer proficiency
• Confident self -starter who works well independently
• Attention to detail and accuracy of information
• Team oriented
• Proficiency with software applications
• Ability to work in fast paced environment with accuracy
• Bilingual: English/ Vietnamese, Spanish and or Arabic fluent speakers, plus
• Must Be Coachable, Team Player
• Well spoken, can articulate well with all prospects and existing customer base.
• Good Time Management
• Strong relationship building

Qualifications

• Experience in Technology/Computer Sciences
• Experience with Microsoft Windows, SFTP, and API
• Experience with object-oriented/object function scripting languages: Python, Java, C++.
• Solid comprehensive problem-solving skills
• Experience with Call Flows and IFT management software
• Skilled in troubleshooting
• High School Diploma and some college experience required

Working Conditions

Communicate and work in a highly productive and fast paced environment

Physical Requirements

• Walking around as necessary to address minimal IT issues
• Walking around as necessary to address phone issues
• Ability to lift and moved computer monitors, laptops, computer towers, etc.
• Sit at desk and work on computer for extended periods