IT Support Technician / IT Analyst

Job Description

Our Client is one of the fastest growing independent insurance brokerages in the United States. We pride ourselves on building meaningful partnerships that challenge the status quo while focusing on integrity, respect and transparency. Supporting our national network of entrepreneurs by providing them world-class support is our number one priority.

As an IT Support Technician with our company, your mission will be to support the operations of the company’s technology platform, internal customer support, and ensuring adherence to the security/governance processes set forth by our leadership. This role requires strong communication, technical skills, and functional knowledge of IT best practices. Looking to add an IT Support Technician to work onsite at our Corporate HQ in Hermiston, Oregon.

Roles and Responsibilities

• Provides first line investigation and diagnosis of end user computing issues delivered via Service Desk Ticketing System.

• Responds to a broad range of service requests for IT support and taking action to fulfill requests or provide resolution.

• Identify and diagnose issues and problems to prevent reoccurrence.

• Provides excellent customer service to problem resolution within established SLAs.

• Establishes strong working relationships with internal and external customers, ensuring customer satisfaction by responding to all service requests in a timely and professional manner.

• Contributes to Service Desk Knowledgebase.

• Identifies problems that may be affecting the enterprise and escalate when appropriate.

• Escalate, if needed, unresolved issues to a higher level of support.

• Monitor issues from start to resolution.

• This description is not meant to be all-inclusive and may be expanded or changed at the discretion of our leadership team to align with our goals.

Top Skills' Details

o O365 - Ability to navigate O365 for migrations. Recognize what is wrong and causing issues

o Windows 10 - Same with Windows 10

o Networking troubleshooting skills. Ability to recognize network issue vs Win 10 or O365 issue

o Personality – talkative. Cordial and pleasant. Initiative to reach out to users. How can we do this better? Improving processes to be more efficient

Additional Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

• Bachelor’s Degree with an emphasis on Information Technology strongly preferred, but not required, given they have proven experience.

• 2+ years of Service Desk experience within a complex IT environment.

Requisite Skills

• Experience with using a Service Desk Ticketing System, triaging computer related issues, and taking the appropriate action.

• Experience in the creation and management of user accounts in Azure AD, Microsoft 365, and Exchange Online.

• Strong experience with the Windows 10 operating system and Microsoft 365; experience with Mac OS is a plus.

• Experience with Bridge VOIP phone system is a plus.

• Strong communication, writing, and documentation skills for contribution to the Service Desk Knowledgebase.

• Technical understanding of DNS, DHCP, AD, Print Management, Group Policy, SMTP, TCP/IP networking concepts and various associated technologies and platforms.

• Exceptional communication skills while troubleshooting technical problems and escalations in order to provide superior customer service.

*Please apply if you're interested in hearing more about the

opportunity and if you feel you're capable of completing any of these job

duties*

*Medical, Dental, and Vision Benefits Offered from Day One*

* If you are interested in hearing more about this opportunity, please send your updated resume and contact information to me at: zkanouse@ teksystems.com (no space in email address) *

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)