Senior IT Support Technician

We’re a team of employees passionate about delivering best-in-class customer service and driving innovation in IT support. By joining the team as a Senior IT Support Technician, you’ll play a key role in supporting employees, agents, and partners by resolving technical issues and ensuring seamless onboarding experiences.

Requirements

• Manage Incoming inquiries and phone calls from employees, agents, policyholders, and vendors
• Document issue details with correct urgency & priority and escalate to other team members or teams when appropriate
• Identify and assess the needs of the customer to provide quality service to all customers
• Perform standard procedures such as password resets, telephone delegation, and software updates following established documentation without escalation
• Setup user workstations
• Ensure Asset information is correctly entered into Equipment Tracking System
• On-boarding and off-boarding of employees
• Perform installation of software on computer systems
• Troubleshoot computer hardware problems and perform break/fix repairs as necessary
• Monitor key technical systems and report on metrics such as warnings and alerts
• Provide IT and software assistance to other departments as needed
• Provide recommendations and analysis on process how processes and procedures might be improved
• Assists senior team members and manager to find solutions to new support issues.

Benefits

• Comprehensive total rewards package
• Extensive health and wellness benefits
• Flexibility, work-life balance, and long-term financial security