IT Support Specialist

Company: Risk Strategies Company
Location: Hollywood
Posted on: November 18, 2021

Job Description:

This role will entail working onsite at our Hollywood, FL location for a minimum of 3 days per week.
Risk Strategies is a top national specialty insurance brokerage and risk management firm assisting organizations and individuals to simplify the process of protecting assets, offering benefits and minimizing liability. With over 115 offices and 2,500 employees across the US & Canada, we thrive on our passion to be ranked a Best Places to Work since 2018 by our most important asset, our employees. For 2020, Risk Strategies was named 6th Fastest Growing Firm, 12th Largest Personal Lines Broker, 11th largest privately-held P&C Broker and the 16th largest US Broker by Insurance Journal.
Risk Strategies is seeking a customer-centric and collaborative IT Support Specialist for our front-end tech support team. The Support Specialist will fulfill an integral role in providing technical support to our internal customers by serving as a remote customer service agent who resolves hardware/software issues along with remote access issues. They will also play a key role in managing, maintaining and repairing company- provided laptops and associated hardware. The ideal candidate will be an interpersonal and proactive problem solver with demonstrated success in providing top shelf technical support in a face-paced environment.
Primary Responsibilities and Duties:

• Providing customer-facing technical support for Dell and Microsoft products at a hardware and software level, VDI environments and remote access
• Investigating and resolving customer tickets for both defects and non-defect issues, with an emphasis on first call resolution
• Following up with customer to provide status updates as per established service level agreements
• Maintaining and deploying laptops and peripheral hardware to national customers. This includes diagnosing/repairing hardware issues, imaging machines, and working with the customer to remotely perform initial setup steps
• Performing other IT related functions and duties as needed and assigned
  Requirements and Qualifications:
  • College degree
  • Minimum of 3 years providing customer-facing technical support to a national customer-baseTechnical:
    • VDI and VPN end-user support
    • Laptop hardware and peripheral support. Includes an understanding of hardware configurations and capabilities
    • Laptop imaging via SCCM
    • Windows 10 OS support
    • Wide range of computer software support including the Microsoft Office 2016 suite (Outlook, PowerPoint, Word, and Excel) and proprietary software
    • Basic support of the M365 suite (OneDrive, Outlook365, PowerPoint, Word, and Excel) and OneDrive
    • Basic support of VoIP phone systems
    • Basic support of LAN/WAN systems
    • Basic support of MFA and SSOSoft Skills:
      • Strong critical thinking skills
      • Self-motivated with ability to multitask and adapt to changes quickly. This includes balancing competing priorities in a fast-paced environment
      • Strong drive to grow, develop skills, and increase technical knowledge
      • Excellent written and verbal communication skills
      • Ability to translate technical material and information to non-technical users
      • Solid customer service skills, including active listening, patience, and concern for client issues
      • Ability to determine stressed client relationships and acts accordingly to mitigate client relationship risk

Keywords: Risk Strategies Company, Hollywood , IT Support Specialist, Other , Hollywood, Florida