Help Desk Support Specialist
Help Desk Support Specialist
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
UFG is currently seeking a Help Desk Support Specialist who will provide superior customer service to both internal and external customers. This role is accountable to assist with internal system errors all technology-related inquiries and to help users with system procedural issues and questions. The customers are our independent insurance agents policyholders employees and others. Inquiries can be related to our company websites agency system interface programs internal systems hardware software phones Citrix MS Office etc. The System Support Specialist will diagnose investigate and resolve the issue while walking the user through the resolution process. When needed the Specialist will collaborate with other internal groups for resolution.
Essential Duties and Responsibilities:
- Provide technical assistance via phone email or in-person to agents policyholders and employees of UFG in the use of computer hardware and software.
- Respond to requests answering user questions receiving documenting and maintaining a record of reported trouble in a ticketing system following-up as necessary.
- Configure applications system software hardware and local peripherals; diagnose and resolve various equipment problems.
- Identify and refer unresolved hardware and software problems for resolution.
- Contribute to overall team effectiveness and knowledge by contributing to technical documentation and FAQs in appropriate areas
- Identify and trend system issues and to communicate the issue to the appropriate groups with consistent follow up until resolved.
- Provide technical back up for network and systems.
- Collaborate with external groups when appropriate for resolution.
- Recommend procedure modifications and improvements.
- Maintain currency on all internal system changes and new technology as needed.
- Accountable to manipulate create and trend assigned reports.
Job Specifications
Education:
- Two-year college degree in related field
Experience:
- Previous IT help desk or call center/customer service experience preferred.
- Experience maintaining and/or troubleshooting computers both software and hardware.
- Experience with MS Office Products document management systems and/or operating systems preferred.
Knowledge skills & abilities:
- Effective oral and written communication skills; ability to articulate clearly and concisely tailored to audience.
- Ability to maintain a consistent positive attitude during pressure situations while providing the highest levels of customer service.
- Strong interpersonal skills; the ability to work well with people from many disciplines and with varying degrees of business and technical experience.
- Adaptability and flexibility including ability to handle multiple tasks and work under deadlines.
- Strong technical skills to support troubleshooting IT-related problems.
- Be able to work independently while remaining closely connected to the team.
- Possess strong problem-solving and decision-making skills.
- Effective time management skills.
Working Conditions:
- General Office Environment
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties responsibilities and skills required. Additional task and requirements may be assigned as necessitated by business need. UFG retains the right to modify the description of this job at any time.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
