Help Desk Manager (Remote)

About the role

Join a dynamic, expanding company with prospects for individual and career growth. Alliant Insurance Services is one of the 5 largest insurance brokerage firms in the U.S., providing property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide.

Responsibilities

• Mentors, cross-trains, and supervises Help Desk Specialists.
• Provides second-level hardware, software, and network support for end users.
• Ensures that all users are informed of progress and recommendations to eliminate multiple calls on previously reported problems.
• Troubleshoots, isolates, documents, and resolves problems reported by users.
• Identifies problem trends and makes recommendations to senior management to minimize ongoing issues.
• Completes hardware and software installations.
• Supports the Company’s technical operations by adhering to and enhancing policies and procedures related to Help Desk functions.
• Ensures that Help Desk tracking software is used to document all support calls and projects.
• Builds and maintains PC systems.
• Keeps current and knowledgeable on all corporate-approved software.
• Provides hardware/software application training and documentation to train Help Desk Specialists and end users as needed.
• Promotes a customer service approach between Information Systems and other Corporate departments and branch locations.
• Performs other duties as assigned.

Requirements

• Bachelor's Degree or equivalent combination of education or experience.
• Six (6) or more years of related experience.
• Experience within a help desk environment.
• Experience working with large-scale ticketing systems.
• Strong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications and hardware maintenance.

Skills

• Excellent verbal and written communication skills.
• Excellent customer service skills, including telephone and listening skills.
• Ability to work within a team and to foster teamwork.
• Good planning, organizational, and prioritization skills.
• Proficient in Microsoft Office products.

Benefits

We are proud to provide comprehensive, high-quality employee programs to meet employees' needs now and in the future, including a very competitive financial package.