IT Support Technician

Plmins; Philadelphia (Philadelphia County); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading insurance company is seeking an IT Support Technician to ensure smooth computer operations for employees. This role involves diagnosing hardware/software issues, managing technical requests, and providing outstanding customer service. The ideal candidate will have strong analytical skills and relevant certifications or degrees.

Qualifications

• Experience with Windows based business applications and troubleshooting network connectivity.
• Excellent organizational and time management skills.
• Insurance industry background desired.

Responsibilities

• Provide end-user support and respond to technical assistance requests.
• Diagnose and resolve hardware/software issues.
• Administer user accounts and permissions.

Skills

Customer Service

Analytical Skills

Problem-Solving

Attention to Detail

Education

Microsoft Technology Certification or Associates Degree in Information Technology

Tools

ZenDesk

Microsoft Office

MS Windows

Job description

Description

Pennsylvania Lumbermens Mutual Insurance Company

Position: IT Support Technician

Department: Information Technology

Reports to: Lead Systems Architect

The IT Support Technician role is to ensure proper computer operation so that end users can accomplish business tasks. This includes diagnosing, repairing, and maintaining hardware and software components to ensure the smooth running of computer systems. IT support technician responsibilities include responding to requests for technical assistance in person, via phone, electronically. As well as enter and track all incoming requests for PC related issues, assure they are handled in an orderly fashion and be the primary point of contact for IT support. The support technician receives, prioritizes, documents, and actively resolves end-user help requests and escalates incidents when considered appropriate and necessary to maintain SLA expectations.

Position Description:

• End User Support
• Work closely with all of PLM’s employees to respond to incoming user incidents and requests within established service levels using PLM’s IT ticketing system
• Diagnose and resolve hardware and software issues, including VPN connectivity
• Respond to requests for technical assistance in person, via phone, electronically
• Enter and track incoming requests for system-related issues and assure they are handled in an orderly fashion
• Provide support for standard business applications software including Microsoft Office and other company applications
• Administer pc support ticket tracking system (ZenDesk)
• Administer end user accounts, permissions, access rights, and storage in accordance with best-practices, security, and regulatory compliance
• Standards of Performance
• Ability to manage PC Support ticket tracking system
• Customer Service oriented
• Participate in on-call rotation, as needed, for production support activities and ensure related documentation is kept current
• Continuously improve technical tasks through analysis of ticketing information, recommending and/or implementing solutions
• Participate in projects and other duties as requested

General Skills:

o Microsoft Technology Certification or Associates Degree in Information Technology, experience will be considered in lieu of degree or certification for the right candidate

o Experience with Windows based business applications, enterprise resource planning systems, standard desktop applications (such as MS Office, MS Windows, anti-virus software, internet browsers, email) and the associated hardware platforms and peripherals, remote mobile computing and troubleshooting network connectively.

o Experience with mobile device connectivity issues

o Ability to respond to, identify and resolve issues quickly

o Respond to phone calls and email messages for internal and external customers.

o Excellent analytical and problem-solving skills with high degree of attention to detail, accuracy, and considering the user experience

o Excellent customer service and interpersonal skills; ability to communicate effectively with a diverse customer population

o Experience documenting and maintaining configuration and process information

o Excellent organizational and time management skills and follow through to completion of task or project; ability to balance rapidly-changing priorities

o Self-motivated and able to work independently and with a team

o Passionate and innovative, continuously seeking task and self-improvement

o Insurance industry background a desired

Metric's and SLA’s of Performance:

o % Project Targets Achieved

o First Reply Time

o Average User Satisfaction Score

o Service Level Target Achievement

o Terminated User Tasks Completed On Time

o Adherence to Policies and Procedures

Physical Requirements:

o Ability to hear

o Ability to speak clearly

o Ability to write

o Ability to walk, stand and sit for extended periods of time