SUMMARY

Responsible for managing the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users. Oversees and ensures servers, workstations, notebooks, and printers are operational and performing at optimal levels. Provides second-level technical support and mentoring to Help Desk Specialists.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Mentors, cross-trains, and supervises Help Desk Specialists;

Provides second-level hardware, software, and network support for end users;

Ensures that all users are informed of progress and recommendations to eliminate multiple calls on previously reported problems;

Troubleshoots, isolates, documents, and resolves problems reported by users;

Identifies problem trends and makes recommendations to senior management in order to minimize ongoing issues;

Completes hardware and software installations;

Supports the Company's technical operations by adhering to and enhancing policies and procedures related to Help Desk functions;

Ensures that Help Desk tracking software is used to document all support calls and projects;

Builds and maintains PC systems;

Keeps current and knowledgeable on all corporate-approved software;

Provides hardware/software application training and documentation to train Help Desk Specialists and end users as needed;

Promotes a customer service approach between Information Systems and other Corporate departments and branch locations;

Other duties as assigned

QUALIFICATIONS
EDUCATION / EXPERIENCE

Bachelor's Degree or equivalent combination of education or experience

Six (6) or more years of related experience

Experience within a help desk environment

Experience working with large-scale ticketing systems

Strong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications and hardware maintenanceSKILLS
Excellent verbal and written communication skills

Excellent customer service skills, including telephone and listening skills

Ability to work within a team and to foster teamwork

Good planning, organizational and prioritization skills

Proficient in Microsoft Office products

#LI-DR2

#LI-REMOTE

We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.

For immediate consideration for this position, please click on the "Apply" button.

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits