IT Support Specialist III
General Summary
The IT Support Specialist is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Specialist ensures all incidents, problems and service requests are analyzed, resolved, and reported back within the service levels. Must be located in and around the Las Vegas / Henderson, NV area and work IN OFFICE.
Essential Duties And Responsibilities
- Troubleshoot and resolve IT issues via phone, web, and in-person channels.
- Ensure all incidents, problems and service requests are resolved against SLAs.
- Report on health of the help desk and support using uptime and ticket-related performance metrics.
- Proactively learn and train other staff members on new product and service technologies.
- Partner with IT and business personnel to discuss the impact of incidents on products and services.
- Track and report all open and closed incidents to leadership teams.
- Develop business support standards, processes and procedures, and guidelines for incident management.
- Evaluate trade-offs between issues using value, impact, and risk criteria.
- Develop service strategy to mitigate software, hardware, and networking issues.
- Assist in the development of policies and procedures.
- Foster cross-departmental collaboration to drive success and achieve organizational goals through partnership.
- Train, guide, and mentor team members and staff.
- Ensure compliance with all regulatory and company requirements.
- Mentor team members and serve as a Subject Matter Expert within the department.
- Other duties as assigned.
Requirements
- 5+ years' experience.
- Strong customer service ethic.
- Ability to prioritize and quickly resolve issues.
- Excellent verbal communication skills.
- Excellent analytical and problem-solving skills.
- Experience using help desk ticketing software.
- Experience with incident troubleshooting and escalation.
- Effective prioritization and project management skills.
- Familiarity with ITILv3 or related service delivery frameworks.
- Ability to interact professionally with all levels of personnel, both internally and externally.
- Ability to work both independently and collaboratively as part of a team.
- Adapt quickly to new technologies and systems as needed.
Work Environment
- This position is required to be in-office full time with minimal travel to other office locations/meeting locations occasionally.
- This role potentially and will routinely use office equipment such as computers, phones, printers, and web conferencing technology as examples.
- This is largely a sedentary role; however, some mobility is required.
- May work early, late, or occasional weekend hours to accommodate business needs.
- Occasional lifting of a maximum of 30lbs.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Pay
Salary Range: $60,000 - $90,000
Benefits
Comprehensive benefits package available. Please follow the link to our benefits page for details.
About EMPLOYERS
As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work! We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS! Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees. We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other! At EMPLOYERS, you'll discover an energetic environment that inspires top achievement. As "America's small business insurance specialist", we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career.