Help Desk Level II

Employer
Universal Property & Casualty Insurance
Location
Fort Lauderdale, Florida
Salary
Not Specified
Posted
Aug 10, 2018
Closes
Oct 09, 2018
Ref
6326934#GIJtoGJS.1
Industry
Insurance
Category
Insurance

Help Desk Level II provides guidance, monitors tickets, investigates unresolved issues, troubleshoots configuration issues, performs software installations, and hardware repairs.

Essential Job Functions

  • Leverage knowledge and experience to execute the following troubleshooting solutions when investigating unresolved issues:
  • Diagnostic testing
  • Remote control tools used to assume controls of an employee's system
  • Manage the Ticketing System queue to ensure that all tickets are completed in a timely manner in compliance with our SLA's
  • Generate status report and submit to the Help Desk Coordinator each Friday
  • Maintain advanced knowledge of fundamental operations of relevant software, hardware and other equipment
  • Timely escalation via email and verbal of unresolved incidents/requests to the proper level or application/systems support teams as needed

Basic tasks are defined as the following

  • Advanced administration and basic troubleshooting of Active Directory
  • Advanced administration and basic troubleshooting of Office 365
  • Advanced administration of other systems as assigned, trained or mentored by senior members of the team or instructed in special training sessions
  • Identify and escalate situations requiring urgent attention
  • Stay current with system information changes and updates
  • Knowledge of relevant call tracking applications
  • Contact vendors to place orders
  • Administer, configure and provide Level I troubleshooting for telephone system
  • Help end users with printer setup and basic printing troubleshooting needs
  • Assist end users with minor corporate assigned mobile devices issues, setup and configuration
  • Work on data center hardware/software issues on an assigned or as needed basis
  • Manages/updates the supply inventory
  • Support remote and traveling users via remote login and phone
  • Prepares computers/workstations with all of the necessary hardware and software component, and creates user accounts (as needed)
  • Imaging and deployment of computers
  • Support the operation and setup of the workstations, printers, servers and network
  • Monitoring of Anti-Virus System (Sophos)
  • Monitoring System Alerts (Solarwinds)
  • Support the operation of computer peripherals such as scanners, faxes, switches, wireless routers and mobile devices
  • Document re-occurring problems and identify the root cause to find solutions
  • Regular and reliable attendance
  • Work on-call on an as needed basis
  • Other duties as assigned

Skills, Experience and Requirements

  • Excellent oral and written communication skills
  • Ability to prioritize and quickly resolve issues
  • Desire to acquire a deeper technical understanding
  • Customer service orientated at all times
  • Problem-solver
  • Proactive
  • Team-player
  • Organized and detailed oriented
  • Works well in a fast-paced task driven environment
  • 3+ years minimum experience
  • Network+ Certification Mandatory
  • High School degree I GED required

Other Skills/Abilities

  • Comply with the following "On-Call" department policy:
  • Assigned technicians are expected to be on call to provide support to the workforce on their assigned rotating shift after hours and weekends.
  • While the expectation is that one can perform the vast majority of the support remotely, all On-Call Technicians are required to be able to provide on-location support within a response time of one hour or less.
  • Exception: If a Department has designated an assigned day or holiday.
  • Maintain access to a laptop, MiFi and cellphone at all times during the coverage period

Benefit Highlights

  • Medical, dental and vision insurance (post 60-day probationary period)
  • 401(k) Retirement Plan with a Company match up to 5% of your contribution and match are fully-vested (post 90-day probationary period)
  • Paid vacation (post 90-day probationary period)

Universal Property & Casualty Insurance Co. is an Equal Opportunity Employer.


Similar jobs

Similar jobs