IT Support Technician - Level II
World Insurance Associates.
Full-time
On-site
New York, New York, United States
Summary
World Insurance Associates is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents.
Founded in 2011, World is one of the fastest-growing insurance brokers in the U.S. with over 2,200 employees in over 260 offices across North America. We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial and retirement services, and human capital management solutions.
Our rapid growth and market leading presence has created opportunities throughout the state and we offer top talent the choice to work from one of our multiple offices throughout the region.
Position Summary
IT Support Level II must have proficient technical knowledge and be able to confidently and effectively communicate with users to understand problems and explain their solutions. The ideal candidate will be Customer-oriented and patient in their interaction with users who are not technically inclined.
Primary Responsibilities
Provide technical assistance and support for incoming helpdesk tickets and escalations with issues related to computer systems, software, security and hardware. Effectively respond to tickets in person or over the phone. Document solutions and advise team on training recommendations to cut down on tickets. Train computer users when possible. Fast paced and user demanding environment
- Proficiency in Active Directory / Azure, Intune & Autopilot, O365 Administrator Console, Exchange Administrator Console, Windows 10/11, Network & Printer Troubleshooting, and Hardware Inventorying
- In-office environment with possible hybrid available after first 90 days or upon evaluation
- Self-driven and able to take direction as well as prioritizing tasks as requested
- Serving as the first and second point of contact for employees seeking technical assistance through helpdesk ticketing system.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Determining the best solution based on the issue and details provided by employee
- Walk the employee through the problem-solving process
- Direct/Escalate unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record events and problems and their resolution in logs
- Keep IT documentation up-to-date
- Close helpdesk tickets upon resolution and in a timely manner
- Follow-up and update employee status and information
- Adhere to outlined ticket SLA
- Pass on any feedback or suggestions to IT Management
- Identify and suggest possible improvements on procedures
- On Call Support as outlined in the 2024 calendar year
- Support M&A integration process as needed and or outlined by team members
- Some travel to various WIA offices will be required
Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
TO EXECUTIVE SEARCH FIRMS AND STAFFING AGENCIES:
World does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered World’s property, and World will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting World’s Human Resources Talent Department.