paycor
Associate, Technology Support
High Street Insurance Partners
Grand Rapids, USA
Full Time, Temporary
Entry
Hybrid
Discovered 1 weeks ago
Free
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- Provides first line investigation and diagnosis of end user computing issues delivered via Service Desk Ticketing System.
- Responds to a broad range of service requests for IT support and taking action to fulfill requests or provide resolution.
- Identify and diagnose issues and problems to prevent reoccurrence.
- Provides excellent customer service to problem resolution within established SLAs.
- Establishes strong working relationships with internal and external customers, ensuring customer satisfaction by responding to all service requests in a timely and professional manner.
- Contributes to Service Desk Knowledgebase.
- Identifies problems that may be affecting the enterprise and escalate when appropriate.
- Escalate, if needed, unresolved issues to a higher level of support.
- Monitor issues from start to resolution.
- This description is not meant to be all-inclusive and may be expanded or changed at the discretion of our leadership team to align with our goals.
- Collaborative: Understands and displays the importance of knowledge sharing within a team setting.
- Work style: Engage in a highly interactive, collaborative environment devoid of both ego and attitude. Our team works better together, it values your perspective as well as others and strive to create a safe and enjoyable environment to share ideas – even bad ones.
- Problem solver: Tenaciously works problems to resolution.
- Timeliness: Appreciate the urgency and importance of your role and the technology you support.
- Self-development: Strive for continuous improvement and are open to change and critical feedback.
- Innovative: Committed to exploring new and innovative technology and to immersing yourself in that pursuit to keep you, our team, and our organization an industry leader.
- Transparency: Speak frankly and clearly about technology to non-technical team members.
- Bachelor’s Degree with an emphasis on Information Technology strongly preferred.
- 2+ years of Service Desk experience within a complex IT environment.
- Experience with using a Service Desk Ticketing System, triaging computer related issues, and taking the appropriate action.
- Strong experience with the Windows 10/11 operating systems.
- Experience in the creation and management of user accounts in Azure AD, Microsoft 365, and Exchange Online.
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