IT Support Engineer

Job Title: IT Support Engineer

Job Type: FT

Location: Hybrid/Charlotte Office

Who We Are

Benefits are complicated but by using innovative technology, paired with attentive and dedicated customer service, it doesn’t have to be! At Flores, we focus on technology and customer service, so our clients can focus on their employees. We are a leader in the field of consumer-based reimbursement plans, COBRA, and Direct Bill services.  

Please visit our website to learn more about our people, culture, and benefits! www.flores-associates.com.

Job Summary

At Flores, we are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. The IT Support Engineer role is responsible for providing fast and useful technical assistance on computer systems. This role will answer questions/concerns regarding basic technical issues and offer advice to solve them. This person must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with complicated situations. As a representative of Flores & Associates and the Information Technology department, this position has a responsibility to maintain business relationships and the credibility and goals of the firm, the department, and all Flores team members. The IT Support Engineer reports to the IT Manager. 

What You’ll Do

• Serve as the first point of contact for team members seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Assist in the onboarding process for new hires, including providing necessary equipment and resources.
• Track the assignment of equipment to employees, ensuring proper distribution, usage, and timely returns.
• Collaborate with HR and cross-functional teams to manage the separation process for employees leaving the company.
• Install, make changes, and repair computer hardware and software.
• Determine the best solution based on the issue and details provided by team members.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions by team members to the appropriate internal team.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes Flores’ core values.

Who You Are

• Minimum of 2 years’ experience working in a help desk environment. A graduate of a bachelor’s degree preferably a BS/Computer Science, MIS preferred but not required.
• A Tech savvy individual with working knowledge of computer systems, mobile devices, and other tech products, and the ability to diagnose and resolve basic technical issues. 
• Skills with device security (Intune, Microsoft Defender), endpoint detection & response.
• Detail oriented and organized to keep track of technical support cases.
• A candidate who has excellent communication skills.
• An individual that understands the value of providing a high level of customer service.

Work Environment

Flores’ standard work hours are Monday through Friday, 8:30 a.m. to 5 p.m. ET with an hour lunch. Roles may be approved for other schedules by managers. This role operates in a professional hybrid office environment based out of our Charlotte office. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with Flores team members and candidates and must be able to exchange accurate information clearly in these situations.

How We Support Our Team

At Flores, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – Flores offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

Flores & Associates is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.