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NATIONAL GENERAL INSURANCE | Desktop Support Technician I

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Primary Purpose: 

Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access. Provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff. 

Essential Duties and Responsibilities: 

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Process level 1 team incidents and service requests

  • Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs

  • Comply with standard processes and procedures

  • Strong customer service focus and a desire to successfully interact with end-users and peer teams

  • Relies on experience and judgment to plan and accomplish goals

  • Commitment to continuous process improvement

  • Interact closely with customers to understand their needs and / or requirements

  • Troubleshoot and resolve tickets within SLAs), related to operations and end-user requests

  • Ability to coordinate with geographically dispersed teams to achieve results

  • Deployment of PCs (adds, moves, changes)

  • Effectively work with PC imaging software such as Ghost and / or SCCM

  • Deployment, management, and support of PCs, peripherals, and mobile devices

  • Working knowledge of remote connectivity software

  • Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software

  • Coordinate activities with service desk, network services, or other IT teams

Minimum Skills and Competencies: 

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • High school diploma or general education degree (GED)

  • High degree of initiative, mature judgment, and discretion

  • Must perform well in high-energy, dynamic and team-oriented environments

  • Ability to work in a team environment

  • Must possess effective verbal and written communication skills

  • Self-motivated achiever who gains satisfaction from providing excellent customer service

  • Ability to lift and carry computers and computer monitors up to 35 pounds

  • Strong knowledge of Microsoft based operating systems

  • Consistently seeks to develop self and skills needed to be prepared for future opportunities

Desired Skills:

  • Bachelors Degree in an IT related discipline

  • Active Directory knowledge

  • CompTIA IT Certifications

  • ITIL Service Management experience

  • 1+ years of experience in an IT support environment