IT Support Technician Level 2

Alamo Insurance Services Inc.; Woodbridge Township (NJ); Hybrid; USD 60,000 - 73,000; Full time

Job summary

World Insurance Associates in New Jersey seeks an IT Support Level II to provide frontline technical assistance for users, troubleshoot software, hardware, and security issues, and document effective solutions to build knowledge for the team.

The ideal candidate will be customer-oriented with hands-on experience in Active Directory, Azure/Entra, Intune and Autopilot, O365 and Exchange administration, Windows 10/11, network and printer troubleshooting, and hardware setup.

Qualifications

• Must be able to communicate with users non-technically
• Experience with IT support/helpdesk environments preferred

Responsibilities

• Provide technical assistance and support for incoming helpdesk tickets related to computer systems, software, security and hardware.
• Respond to tickets in person or over the phone.
• Document solutions and advise on training to reduce tickets.
• Train computer users when possible.
• Serve as the first and second point of contact for employees seeking technical assistance through the helpdesk system.
• Escalate unresolved issues to the next level of support personnel.
• Perform remote troubleshooting and research to determine appropriate solutions.
• Close tickets in a timely manner and adhere to SLA.
• Travel to regional WIA offices as needed (30%+).

Job description

Summary

World Insurance Associates is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents.

Founded in 2011, World is one of the fastest-growing insurance brokers in the U.S. with over 2,200 employees in over 260 offices across North America. We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial and retirement services, and human capital management solutions.

Our rapid growth and market leading presence has created opportunities throughout the state and we offer top talent the choice to work from one of our multiple offices throughout the region.

Position Summary

IT Support Level II must have proficient technical knowledge and be able to confidently and effectively communicate with users to understand problems and explain their solutions. The ideal candidate will be Customer-oriented and patient in their interaction with users who are not technically inclined.

Primary Responsibilities

Provide technical assistance and support for incoming helpdesk tickets and escalations with issues related to computer systems, software, security and hardware. Effectively respond to tickets in person or over the phone. Document solutions and advise team on training recommendations to cut down on tickets. Train computer users when possible. Fast-paced and user-demanding environment

• Proficiency in Vendor and Asset Management/Active Directory / Azure / Entra, Intune & Autopilot, O365 Administrator Console, Exchange Administrator Console, Windows 10/11, Network & Printer Troubleshooting, and Hardware Setup and build outs.
• Critical Thinking/Minded
• In office, with hybrid available after 120 days.
• Self-driven, willing to make calls when needed and able to take direction as well as prioritizing tasks as requested
• Serving as the first and second point of contact for employees seeking technical assistance through the helpdesk ticketing system.
• Doesn’t buckle under pressure and can stay levelheaded.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue through research in past tickets, google and user details provided.
• Ability to see through user ticket details or lack of and can ask the right critical questions.
• Walk the employee through the problem-solving process
• Direct/Escalate unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Ticket quality over quantity, treat tickets like a detailed work log which in the end provides support to colleagues who may run into similar issues.
• Close helpdesk tickets upon resolution and in a timely manner
• Follow-up and update employee status and information
• Adhere to the outlined ticket SLA
• Pass on any feedback or suggestions to IT Management
• Identify and suggest possible improvements to procedures
• Rotating On Call Support as outlined in the 2024 calendar year
• Support M&A integration process as needed and or outlined by team members
• 30% + of travel to various regional WIA offices will be required within reason and availability.

Compensation

This position is located in New Jersey. The base salary for this position at the time of this posting may range from $60,000 to $73,000. Individual compensation varies based on job-related factors, including business needs, experience, level of responsibility, and qualifications. We offer a competitive benefits package and variable pay programs.

Equal Employment Opportunity

At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.