At Alliant Insurance Services, we thrive on creating employee benefits solutions built on the idea that health makes growth possible. As top tier professionals dedicated to solving our clients' health and welfare insurance challenges, Alliant team members deliver an unrivaled depth of service, and our unique approach enables us to help clients stay resilient and turn change into opportunity. This position is a chance to join a dynamic, expanding company with prospects for individual and career growth.
As one of the 5 largest insurance brokerage firms in the U.S., Alliant provides property and casualty, workers' compensation, employee benefits, surety, and financial products and services to clients nationwide.
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SUMMARY
Responsible for managing the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users. Oversees and ensures servers, workstations, notebooks, and printers are operational and performing at optimal levels. Provides second-level technical support and mentoring to Help Desk Specialists.
ESSENTIAL DUTIES AND 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 in order 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;
Other duties as assigned
QUALIFICATIONS
EDUCATION / EXPERIENCE
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
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