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IT Help Desk Support Technician

Job Title: IT Help Desk Support Technician

Department: IT

Reports to: VP/CISO

Job Type: Full-Time

FLSA status: {Non-Exempt}

ELCO’s Expectations For All Employees

As an ELCO employee you will be responsible for understanding, practicing, and promoting ELCO’s Purpose Statement.

ELCO will cultivate, nurture, and enhance long standing relationships with insurance professionals and policyholders by being a trusted partner providing tailored solutions to achieve financial goals.

You will demonstrate the ability to provide outstanding customer service to both internal co-workers and external insurance professional and policyholders by modeling the following traits:

  • Reliability

  • Accountability

  • Knowledge of ELCO’s products

  • Ability to create and sustain positive connections with clients

  • Commitment towards continuous learning to ensure exemplary performance and high-quality work product

You will demonstrate an understanding that all successful organizations need for their employees to share pertinent information in a timely manner to the appropriate parties and constantly demonstrate that understanding.

Position Summary

Help maintain both corporate workstations, fix various IT problems as they arise.  Install, modify and make repairs to personal computer hardware and software systems as well as provide advice and assistance to system users in house and remote.   Maintain and support the corporate network devices.

Job Responsibilities

  • Install hardware and peripheral components such as monitors, keyboards, printers, scanners on user computers.    

  • Load appropriate software packages such as operating systems, networking components and office applications.

  • Assist in the customization and adaptation of existing programs to meet users’ requirements.

  • Create, update, and manage user documentation for systems, applications & policies.

  • Coordinate activities with network services and information systems groups.

  • Provide updates, status and completion information to manager and/or users, via voice mail, e-mail or in-person communication.

  • Refer major hardware problems to MSP for correction.

  • Connect users to networks and provides initial training in facilities and applications.

  • Administer e-mail

  • Verify nightly back-ups and updates to disaster recovery solutions

  • Assist in research and procurement of computer accessories and supplies

  • Performs other duties as assigned.

Success Factors

  • Adaptability—the individual adapts to changes in the work environment, manages competing demands and can deal with frequent change, delays or unexpected events.

  • Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction and solicits feedback to improve performance.

  • Oral communication—the individual speaks clearly and persuasively in positive or negative situations, demonstrates group presentation skills and conducts meetings.

  • Planning/organizing—the individual prioritizes and plans work activities, uses time efficiently and develops realistic action plans.

  • Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

  • Quality management—the individual looks for ways to improve and promote quality and demonstrates accuracy and thoroughness.

  • Safety and security—the individual actively promotes and personally observes safety and security procedures, and uses equipment and materials properly

Qualifications

  • Associate degree (or the equivalent) or at least 1-2yrs of relevant experience.

  • A+ Certification

  • Customer service skills – working with inhouse and remote workers

  • Familiarity with WINDOWS 10 and desktop computers

  • Microsoft 365, VOIP and systems security

  • Ability to multitask and prioritize is essential

  • High motivation and the ability to work well both independently and in a team environment.

  • Experience in supporting Microsoft environments

  • Understanding of support tools, techniques and how technology is used to provide IT services

  • Ability to diagnose technical issues and to match resources accordingly

  • Microsoft and CISCO certifications helpful

Physical Demands and Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

*Physical demands: Constant use of both hands, arms reaching handling/ grasping/fingering while keyboarding, using phone, calculator, and other office equipment, writing instructions, filing and performing other administrative duties. Employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.       

*Work Environment: The noise level in the work environment is usually minimal.

Benefits

  • Competitive Pay

  • Company contributions towards employee and dependent health, dental and life insurance plans

  • Paid Time Off

  • 401K Contribution

  • Tuition Assistance

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