Technical Support Analyst

Imperial Funding Corporation; Kansas City (MO); On-site; USD 42,000 - 52,000; Full time

Benefits offered by this job

Parking benefits

Commuter benefits

Gym membership subsidy

Paid vacation

Paid personal leave

Company lunches

Job summary

Imperial Funding Corporation is seeking a Technical Support Analyst in Kansas City, MO. You will serve as a central contact for IT requests, resolving level 1 and some level 2 issues while escalating more complex problems to senior teams.

You will diagnose OS, hardware, and network issues, install and maintain desktops/laptops, log calls with priorities, and contribute to knowledge base and process improvements.

Qualifications

• Extensive knowledge of operating systems and hardware installation.
• Advanced knowledge of a variety of software including MS Office and Outlook.
• Strong LAN networking troubleshooting and connectivity skills.
• Familiarity with ITIL standards and IT service management tools.

Responsibilities

• Log and triage IT requests; assign priority and keep clients updated on status.
• Identify root causes and resolve issues using established tools and processes.
• Install, configure, maintain, and troubleshoot desktops and laptops.
• Escalate complex problems to higher support levels as needed.
• Develop and maintain procedural documentation and a knowledge base.

Skills

Operating systems

Hardware installation

MS Office/Outlook

Networking (LAN)

ITIL/ITSM

Communication skills

Customer service

Problem solving

Phone/email support

Education

High School

Some College

Job description

What started in 1977 as a small, local office offering premium financing has grown to over 600 associates and more than 20 locations across North America. In all we say and do, we work towards our mission of providing solutions, resources, and premium financing for the insurance industry.

Since 1977

Over 600 Associates

29 Locations

Employee Benefits

At the Office

Based on your location, we offer parking and commuter benefits programs to help make your commute a little easier.

Insurance Benefits

Our insurance benefits include medical, prescription, dental, voluntary vision, voluntary life/dependent life, group term life, and AD&D.

Supporting Wellness

Our wellness program, WellWorks, combined with our Employee Assistance Program (for confidential support), provides support for short and long-term health goals, and any bumps along the way. We also offer gym membership subsidies to support health and fitness goals.

Work Life Balance

We offer paid vacation time and paid personal leave, in addition to company-paid holidays.

Preparing for Your Future

IPFS offers a 401(k) with a company match to help set you up for a financially successful future.

Company Culture

Our associates are the foundation of our company. We strive to make our workplace a great place for everyone. IPFS sponsors company lunches, corporate outings, and even the occasional ice cream truck!

Technical Support Analyst

Kansas City MO

Job Summary

As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support.

Key Responsibilities

• Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client updated on the status of problem resolution.
• Identify technology based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes.
• Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems.
• Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets.
• Develop written documentation for new and existing procedures.
• Create and maintain knowledge base of articles used by IT resolver groups and Associates for self-help instructions.

Required Skills

• Extensive knowledge of operating systems, computer/laptop/printer hardware installation and repair.
• Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, Mobile Computer, Smart Phones/Blackberry, faxing, scanning, and other similar programs.
• Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues.
• Knowledge of service desk and customer service best practices
• Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool.
• Excellent communication skills, particularly via phone and email.
• Dedicated to high quality customer service and a working knowledge of enterprise-wide service delivery procedures.
• Strong problem-solving skills and inherent decision making abilities

Education Qualifications

High School

Some College