Helpdesk Technician I

ESSENTIAL JOB RESPONSIBILITIES

Supports and demonstrates IMA’s core values.

Values and understands the importance of diversity, equity, and inclusion among all IMA associates.

Manage assigned Help Desk tickets as well as Help Desk Queue to make sure incidents are dispatched or resolved according to SLAs.

• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Escalate issues to the next Tier with next level of difficulty
• Follow-up with customers to ensure issues are resolved
• Troubleshoot and triage end user desktop/hardware, operating system, and application problems
• Support the use and functionality of Microsoft Office 365 applications.

REQUIRED EXPERIENCE AND SKILLS

• Associate degree preferred or 1-2 years’ equivalent work experience in computer technology-related fields required.
• CompTIA A+ Certification or demonstrated equivalent work experience or certification preferred.
• 1-2 years’ current Microsoft desktop operating system, mail client and applications experience preferred.
• 1-2 years’ experience working in help desk roles required.
• Excellent oral, presentation, analytical and written communication skills required.
• Exceptional focus on customer service required.

Compensation & Benefits

Compensation and benefits details are provided in the Benefits section below.

Why Join IMA?

• We’ve built a reputation for putting our associates first
• We work in teams. We sell in teams. We win and prosper as a team
• We provide support systems and resources that enable each of our associates to focus on what they do best
• We are recognized nationally as a leader in our industry

Application

To apply, please visit the Apply Now link provided.

Company Culture

We’re hiring do-ers, go-getters, and the owners of tomorrow at IMA as we build the brokerage of the future.