Technology Support Technician - Braintree, United States - Cove Risk Services LLC

Description

Technology Support Technician

***Support and assist users with technology issues across all departments.


Essential Job Functions:

Provide technical assistance to computer system users. Answer questions or resolve computer problems for employees in person, via telephone or from remote location.

Provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems, including phone systems.

Assist the System Administrator to maintain, configure, inventory and support computer network. Maintain and support user hardware and connectivity to the network. Monitor the network to ensure availability to all system users and perform necessary maintenance to support availability.


Interfaces:

The Technology Support Technician ('TST') interfaces with internal and external resources as follows:

• The TST will interface with
  all users at Cove Risk and Glacier Bay regarding supporting the network and any Helpdesk issues that arise.
• The TST interfaces with other
  IT Department associates in monitoring the system and user needs.
• The TST will interface with all supporting
  IT vendors and consultants including but not limited to Sapiens (hosted AS400), Peruzzi Consulting, Dunn Solutions (Business Objects) and Hudson River Computing (Great Plains General Ledger).
• The TST interfaces with
  outside vendors, including but not limited to, attorneys, excess carriers, hardware providers (Kofax, Pitney Bowes) bill review providers (Karvy) and payroll auditors, as it relates to their access to our systems and supporting their efforts to meet Cove Risk's objectives and security.
• The TST reports directly to the
  President.

Duties:

• First level of response for Helpdesk inquiries.
• Provides employees with support services including printer and computer installation and maintenance.
• Assists with creation and maintenance of computer and network accounts, including AS/400 user creation and proper rights.
• Assists with receiving computers, equipment and peripherals and ensures the proper intake procedures are followed.
• Assists with configuration and deployment of computer hardware and peripherals.
• Reports inoperable equipment and offers proactive solutions to the System Administrator.
• Evaluates and recommends acquisition of computer hardware, software and peripherals to ensure company goals are met to the System Administrator.
• Participates in the planning for and the installation of computers and accessory equipment such as terminals and printers.
• Configures equipment and completes cable interfaces, referencing wiring diagrams and technical instructions and using special hand tools and testing equipment to validate proper performance.
• Assists with start of day procedures where applicable and reports anomalies to management.
• Manages hardware and software inventory.
• Maintains records of machine performance and contacts appropriate technical personnel in the event of machine or software malfunction.
• Coordinates computer activities between various departments.
• Provides phone and remote support for all users as needed.
• Conducts highlevel, rootcause analysis for service interruptions; recommends and establishes preventive measures.
• Communicates effectively with IT staff and leadership to ensure smooth systems operation.
• Assists in preparing narrative and statistical reports where necessary.
• All other duties as assigned.

Qualifications

• Familiarity with Microsoft Office Products.
• Familiarity with proper Information Technology best practices.
• Experienced in Microsoft Office 365, Windows 10/11 and Apple OS.
• Familiarity with Networking, Telephony, and basic Virtualization Techniques.
• Possess good communication, problem solving, and organizational skills.
• High customer service standards.
• Ability to handle multiple projects simultaneously.
• Constantly operates a computer and other office machinery such as monitors, servers and computer printers. The person in this position needs to occasionally move about inside the office to access servers, computers, office machinery, etc. Occasionally positions self to maintain computers in the office, including under the desks and in the server closet. Frequently moves computer equipment weighing up to 20 pounds to perform upgrades, prepare and roll out new hardware for users as well as maintain existing hardware deployed to users.

Classification:

This is a full-time position, non-exempt under FLSA.


Qualifications:

At least 2 years hands-on experience in related employment.


Work Environment:

This position works in a professional office environment. This position routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, laser printers, and fax machines.


Language Skills:

Knowledge of the structure and content of the English language including the meaning and spelling