UPC Insurance

  • Technical Service Engineer (Help Desk) II

    Job Locations US-FL-St. Petersburg
  • Overview

    Summary: The Technical Service Engineer (Help Desk) II 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, and support the internal IT team as an escalation point. 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.


    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
    • Document and train TSE I on any new technologies or SOPs handed over to team
    • 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


    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.


    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
    • Training/Documentation
    • 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
    • Strong 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
    • 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)
    • Must be physically able to lift or move items up to 50 pounds


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