Vacancy expired!
As a rapidly growing national organization, the IT Operations Department at PCF Insurance Services is looking for a full-time IT Service Desk Technician IV. This position requires advanced knowledge and experience in providing frontline IT support in a corporate environment, supporting users both in person and remote.
Responsibilities:· Perform all work in compliance within PCF Insurance Services company policy and regulatory guidelines.- Manage ticket queue, for responding, assigning, escalating, or resolving incidents or requests.
- Provide in person, remote, or phone support to employees or customers regarding technical inquiries for diagnosing from beginning to end to resolve complex support issues.
- Identify, troubleshoot, and resolve software, hardware, and network failures.
- Perform the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems.
- User management in MS Azure Active Directory (creating, disabling, removing, resetting, configuring user accounts), managing user groups/Opermissions
· MS Office360, OS X, Windows Vista/7/8/10/11, installation, configuration, troubleshooting· Thoroughly document tickets to ensure continuity of information and adherence to customer service standards.· Act as an escalation point or assist as needed for less experienced peers.· Assist in endpoint management by developing, configuring and testing new software and IT management tools in a constantly evolving environment.· Onboarding new employees with account creation, workstation configuration, phone setup, etc.· Train end users on IT acceptable use policies and procedures.· Document and maintain company IT inventory.· Lead and/or participate in Service Desk related projects.· Knowledge documentation creation and transfer to junior members and for continuous improvement.· Participate in after hours and weekend support calls rotation.· May perform other job duties as assigned.· This position impacts day to day IT support activities. As such, the duties of this position may occasionally shift in order to meet those needs.Training and Experience:· Minimum of 4 years of IT technical experience in a corporate service desk environment.· A+, Network+, Security+; ITIL® V3 or ITIL® V4 certifications; other relevant certifications preferred.Skills and Qualifications:· Knowledge and experience working with MS Exchange Online (administering users, creating mailboxes, managing mailboxes, e-mail addresses, etc.).· Knowledge and experience working with Microsoft 365 (assigning users, enabling features, resetting a password, assigning licenses, etc.).· Experience in supporting M365 products and services for large enterprise organizations of 4,000 or more users.· Must be able to produce detailed, accurate, technical documentation.· Diverse, multi discipline experience, collaborating with other IT teams in different areas, (e.g., networks, messaging, desktop management, storage, application support etc.).· Excellent written and verbal communication skills are required.· Experience with developing and implementing service desk policies or procedures preferred.· Experience with developing and implementing service desk support tools preferred.· Excellent customer service skills· Motivated and self-managing· Team-oriented personality: positive attitude and cooperative disposition· Problem-solving mentality and critical thinking skills· Excellent planning and organization skills· Tolerance to change and accepting of feedback Physical Requirements:· Be able to lift 50 lbs.· This position requires long periods of sitting using a computer Vacancy expired!
