Senior Help Desk Technician

The Senior Help Desk Technician ("SHDT") plays a critical role in providing timely technical support for employees throughout IFG Companies and ensuring proper computer operations that enable end-users to accomplish their business tasks. In that capacity, the SHDT receives, prioritizes, documents and resolves end-user help requests. The SHDT also provides onsite/deskside and remote technical support and analysis of end-user systems. The ideal candidate will keep abreast of advances in technology so as to be well prepared to support end-users with their day-to-day and longer-term hardware (desktops, laptops, etc.), virtual desktops, software, mobile devices, printing, faxing, Cisco Unified Communications, video conferencing and other technological needs.

POSITION RESPONSIBILITIES INCLUDING

• Responding to incoming support desk phone calls, incident tickets, web alerts (DataDog) and emails from end-users to diagnose and resolve hardware, software, network and telecommunications issues in a considerate, expeditious and courteous manner.
• Building rapport and eliciting problem details from Help Desk customers.
• Consistently portraying a positive and caring persona to end-users' issues so as to represent well the face of IT as its primary point of interaction with end-users.
• Escalating problems (when required) to an appropriately experienced technician.
• Recording, tracking and documenting individual Help Desk requests throughout the problem-solving process to capture all actions taken, successful and unsuccessful decisions, final resolution and learnings within the ticketing system.
• Performing hands-on fixes at the desktop level, including installing and upgrading software and hardware, and configuring systems and applications.
• Assisting the Infrastructure team with maintenance and upgrades to onsite infrastructure.
• Independently utilizing all technical resources to research problem resolutions, resourcefully consult knowledge bases, websites, technical documents or other resources to find solutions to unresolved technical problems.
• Proactively keeping current on technological advances that would allow the SHDT to be more effective in supporting end users.
• Gathering knowledge-based articles and developing frequently asked questions lists for end-users.
• Maintaining office hardware and software inventories.
• Serving as the main point of contact with equipment and building vendors related to technology infrastructure at the assigned location, including outage situations.
• Performing on-call responsibilities assigned by the Help Desk Manager.
• Other duties, as required.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• The ability to work well in a team-oriented, collaborative environment.
• In-depth understanding of Windows 10, 11 and server operating systems.
• Strong knowledge of computer hardware troubleshooting and repair.
• Good understanding of Active Directory, group policy, VOIP, networking, VMware and virtual infrastructure.
• Knowledge of programming languages, including PowerShell and SQL is a plus.
• Knowledge of artificial intelligence and machine learning software and technologies.
• Familiarity with Audio Visual technologies and support, network topologies, protocols and devices.
• Strong written and oral communication skills, with the ability to present ideas and explain solutions in user-friendly language.
• Exceptional interpersonal and customer service skills, with a focus on listening, questioning and problem-solving.
• Strong documentation skills.
• The ability to independently conduct research into a wide range of computing issues.
• Highly self-motivated and directed, with a strong ability to effectively prioritize and execute tasks in a high-pressure environment.
• Proven analytical and problem-solving abilities.

EDUCATION/EXPERIENCE/CERTIFICATIONS

• Required: associate's or bachelor's degree from an accredited college/university, preferably in Computer Science or Computer related field.
• Required: 5+ years of help desk or related work experience in an enterprise environment.
• Required: experience with office automation applications, specifically Microsoft Office, Microsoft Teams, Microsoft Intune, Adobe Acrobat and web browsers.
• Required: experience with the setup and configuration of workstations (hardware and software), printers and copiers.
• Required: experience with mobile computing devices, including Apple and Android related products.
• Preferred: one or more of the following certifications:
  • CompTIA A+ or Network+
  • Microsoft Certified Professional (MCP)
  • Cisco Certified Network Associate (CCNA)

PHYSICAL DEMANDS

• Physical demands are considered to be that of a climate-controlled office environment, with minimal physical exertion.
• Position is hybrid and requires the ability and the willingness to work in an IFG Companies' office at least three (3) days per week.
• Position requires prolonged sitting, extensive utilization of computers and interactions with others in person and via phone.
• Position requires the ability and the willingness to travel to meet business needs.

WHY IFG COMPANIES

• Founded in 1985, IFG Companies is one of the oldest privately held insurance groups in the United States. It combines specialty carrier focus with long-term stability and thinking, promoting a culture of underwriting rigor, collaboration, strategic thinking, superior technology and strong producer partnerships.

BENEFITS

• IFG Companies offers competitive compensation and benefits, including medical, dental, vision, 401(k), flexible spending, short-term and long-term disability insurance, life insurance, long-term care, paid parental leave, vacation and other paid time off.

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