UPC Insurance

  • Technical Service Engineer (Help Desk) I

    Job Locations US-FL-St. Petersburg
  • Overview

    Summary: The Technical Service (Help Desk) Engineer I is an Information Technology department resource that will assist in maintaining the user desktop computing infrastructure throughout the company. The main objective being, to provide a reliable and responsive desktop environment. The position will assist users with all technology related issues, resolve problems, create/change/terminate end user accounts, install hardware and software solutions, and support the internal IT team. This position will participate in a team, working to provide an exceptional experience for corporate users accessing technology resources either remotely or in the office.  The position also interfaces with all third-party vendors.

    Responsibilities

    Essential Duties/Responsibilities:

    • Work as part of a team providing first-class service desk support
    • Respond to requests for technical assistance through tickets, in person and, over the phone
    • Triage requests - escalate issues to correct resource as needed
    • Diagnose and resolve technical desktop hardware and software issues
    • Track open tickets, follow up and document resolutions
    • Advise users on appropriate action and perform desk side training as needed
    • Complete tickets and activities on all interactions with end users
    • Install and troubleshoot all software and application issues
    • Prepare various reports relating to support as needed
    • Stay current with system information, changes and updates
    • Follow standard operating procedures
    • Perform other duties as assigned

     Supervisory Responsibilities:

    • The position does not have any supervisory responsibilities
    • The position receives guidance with respect to overall objectives
    • Some of the work is completed independently within corporate or department policy guidelines to achieve assigned objectives

    Qualifications

    Education and/or Experience:

    • Associate degree in information technology, computer science or related field or 3-5 years of experience in a support technician role
    • 2-4 years supporting advanced computer hardware/software in a LAN/WAN environment
    • Knowledge and experience troubleshooting hardware, software, networks and basic operating system functionality or equivalent.
    • Knowledge and experience supporting Microsoft Office products/Office 365
    • Knowledge and experience supporting Microsoft desktop technologies including Windows Server 2008 or later and Windows 7 or later and all internet browsers.

    Preferred but not required:

    • Knowledge and experience with networking and the use of TCP/IP protocols
    • Knowledge and experience supporting VOIP technologies
    • Knowledge and experience using a patch management system
    • Knowledge and experience using desktop image deployment systems
    • Knowledge and experience with desktop virtualization technologies
    • Knowledge and experience with asset management processes
    • Knowledge and experience in IT Infrastructure Library (ITIL)

    Competencies:

    Performance criteria shall include achievement of tasks set out in the position description, annual major objectives, and the completion of special assignments including:

    • Building Rapport
    • Client/Customer Awareness
    • Interpersonal Relations
    • Integrity
    • Listening Skills
    • Organizing/Planning Ability
    • Personal Work Ethic
    • Analytical Skills

    Required Skills:

    • Strong attention to detail and documentation
    • Strong time management, organizational and priority setting skills
    • Strong interpersonal/verbal and written communication and typing skills
    • Excellent customer service skills
    • Ability to analyze information and develop a comprehensive work plan
    • Ability to work calmly and successfully under pressure
    • Ability to work in a fast-paced team-oriented environment
    • Must be physically able to lift or move items up to 50 pounds

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