Technical Support Analyst

About the Company

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. We work towards our mission of providing solutions, resources, and premium financing for the insurance industry, delivering great products and an unparalleled level of service.

Benefits

• Parking and commuter benefits programs (location-based)
• Insurance benefits: medical, prescription, dental, voluntary vision, voluntary life/dependent life, group term life, and AD&D
• Wellness program (WellWorks) and Employee Assistance Program for confidential support
• Gym membership subsidies
• Paid vacation time, paid personal leave, and company-paid holidays
• 401(k) with company match
• Company-sponsored lunches, corporate outings, and social events (e.g., ice cream truck)

About the Role

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. You will facilitate problem resolution by addressing level 1 and some level 2 issues and escalating others to higher levels of support.

Responsibilities

• Ensure customer satisfaction by logging and prioritizing all calls/requests, and keeping clients updated on problem resolution status
• Identify technology-based problems and their root causes, troubleshoot, and repair using proven tools and processes
• Install, configure, maintain, and troubleshoot desktop and laptop systems
• Escalate severe or time-sensitive issues to management as needed
• Develop and maintain written documentation for new and existing procedures
• Create and update knowledge base articles for IT resolver groups and associates for self-help instructions

Requirements

• Extensive knowledge of operating systems, computer/laptop/printer hardware installation, and repair
• Advanced knowledge of software applications, including MS Office, Outlook, mobile computers, smartphones, faxing, scanning, and similar programs
• Above-average knowledge of computer networking (LAN) and troubleshooting connectivity issues
• Familiarity with service desk and customer service best practices
• Knowledge of ITIL standards and experience with ServiceNow or equivalent ITSM tools
• Excellent communication skills (phone and email)
• Dedication to high-quality customer service and enterprise-wide service delivery procedures
• Strong problem-solving skills and decision-making abilities

Qualifications

• High School diploma (some college preferred)