Address
Form of workHelpdesk System Support
IT Project Work
Self and Team Development
- Help with agency support intake, taking telephone or email inquiries and troubleshooting hardware, software or network problems.
- Handle technology system issues and proactively follow-up on tickets with ability to troubleshoot problems, determine source, and advise on appropriate action.
- Handle service requests and helpdesk tickets with a sense of urgency and high level of customer service; responsible for keeping helpdesk queue to a minimum.
- Create and continue to improve standards for system documentation and logging helpdesk issues.
- Comply with IT standards for maintaining hardware, software, mobile devices, projectors, and printers/copiers/scanners. Participate in installs, configurations, add/moves/changes on systems.
- Accurately and efficiently maintain the agency's information systems, including hardware and software.
- Keep informed and updated on agency automation systems and other business operating systems to ensure efficient agency operation.
- Comply with agency service and follow-up standards providing proactive, ongoing communication to customers on problem issues.
- Assist on tasks such as: Mobile device setup and support, multifunctional printers support, backup tapes rotation and management, computer inventory in IT workroom, image and deploy new equipment, and Global Address List management.
- Serve as backup in various areas within the department as necessary.
- Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
- Participate in after-hours work on upgrades, installs, and fixes as necessary.
- Maintain good organizational skills and attention to detail.
IT Project Work
- Manage small IT projects including scope, budget, timeline and communication of issues related to the initiative.
- Help shape the IT Help Desk process for continuous improvement in providing excellent support to the agency.
- Participate with other team members on IT projects.
- Assist departments in leveraging current applications for best use in projects.
Self and Team Development
- Stay up-to-date with industry changes, solutions, and technology vendors as they apply to the M3 network environment.
- Gain operational understanding of industry standard applications.
- Attend and actively participate in ITS department meetings.
- Attend User Group meetings as needed.
- Organize and prioritize daily task list and project workflows.
- Understand agency policies, procedures, core values and customer service standards.
- Adhere to strict confidentiality standards of support position.
- Maintain professional skills with continuing education for further development and understanding of independent insurance agency systems.
- Maintain good organizational skills and attention to detail.
- Continually develop technical and industry knowledge.
- Responsible for maintaining computer skills education and training.
