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Helpdesk Support Technician - Troy, United States - Proctor Loan Protector
Description
Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customersJob Title:
Helpdesk Support TechnicianFLSA Status:
Non-ExemptDepartment: IT InfrastructureReports to: Manager of Desktop and HelpdeskLocation: Proctor - 166Who are we? What do we do?
Company Overview:
Proctor Loan Protector provides comprehensive insurance products and service solutions for financial institutions.
While weaving compliance throughout all our applications and technologies, Proctor Loan Protector operates as an extension of our clients, where partnership meets innovation.
What's the culture like at Proctor Loan Protector?At Proctor Loan Protector, we are committed to fostering a workplace that values diversity and personal growth.
As we continue to grow and expand, this allows us to offer career paths and opportunities.We are dedicated to ensuring that all our teammates feel valued and work in a fun and rewarding work environment.
What can I expect from working at Proctor Loan Protector?Fun work environment with a variety of workBeing part of a team Career growthAbility to highlight your skillsFeel valuedGreat benefits, pay and cultureTell me more about this role, what would I be doing?POSITION SUMMARY:Responds to phone calls and assigned service requests for IT services. Opens new IT work orders and proactively monitors progress of open IT work orders.
Performs general tasks to aid in the ongoing support of a microcomputer environment, assists with end user questions and problems.
Maintains the relationship with customer for the duration of work orders.Performs general tasks to aid in the ongoing support of a microcomputer environment. Assists with end user questions and problems. Will support Microsoft Office Suite of products, proprietary applications and utilities. Installs software and peripherals, performs general maintenance tasks, along with basic hardware repairs/upgrades.
Essential Duties and Functions:
include the following. Other duties may be assigned.
Process incoming IT service requests.
Work assigned desktop tickets. Both onsite and remote.
Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams.
Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated.Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail.
Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number.Forward new work orders to appropriate IT departments for servicing.
Gather and understand all information for changes and provide synopsis of change to manager sending notification.
Provide computer technical support to end usersIndependently analyze and solve client PC problems (hardware, software, network access)Responsible for creating and maintaining current desktop software image and inventory for the IT department.
Monitor progress of open IT work orders.Run and analyze work order status reports and queriesProactively work to identify work orders in jeopardy of violating SLAHave the ability to troubleshoot hardware related problemsMaintain customer relationsUpdate customer with pertinent work order status changes.
Ensure all customers' concerns are addressed.Positively impact IT customer relations by proactively working to identify and address sensitive issues.
Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem.
Support Software applicationsMicrosoft OfficeVarious Communications products (PCAnywhere, VPN etc.)Proprietary ApplicationsHave the ability to research problems through reading documentationDirectly service customer requests that are within the scope of the Desktop Support Engineer.
Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests.Analyze work order repository for patternsTrain IT staff members on Call trackingCreates and maintains database and spreadsheet files.
Competencies:
Effective communication skills.
Articulate, business-like and friendly demeanorStrong written skills for documentation and reportingStrong verbal skills to explain both technical and lay issues to peers and user communityGood listening skillsAbility to defuse situationsFlexible and efficientAbility to handle multiple tasks.
Adaptable to changing environment and workload.Motivation, Organization and ProfessionalismSelf motivated and able to work with minimal supervisionPerceived as approachableWork well under pressure/deadlinesStrong dedication to professionalismStrong organizational skillsPlanning/organizing-the individual prioritizes and plans work activities and uses time efficiently.
Interpersonal skills-the individual maintains confidentiality, remains open to others' ideas and exhibits willingness to try new things.Oral communication-the individual speaks clearly and persuasively in positive or negative situations and demonstrates group presentation skills.
Written communication-the individual edits work for spelling and grammar, presents numerical data effectively and is able to read and interpret written information.
Problem solving-the individual identifies and resolves problems in a timely manner, gathers and analyzes information skillfully and maintains confidentiality.Quality control-the individual demonstrates accuracy and thoroughness and monitors own work to ensure quality.
Adaptability-the individual adapts to changes in the work environment, manages competing demands and is able to deal with frequent change, delays or unexpected events.
Safety and security-the individual observes safety and security procedures and uses equipment and materials properly.Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
RequiredHigh school graduateSome collegeComputer ExperienceMinimum education requiredProficient with MS Office SuiteExceptional telephone and in person demeanorAbility to maintain a high level of confidentiality- 3 years experience in a similar positionLicense or DesignationPreferredAttending school and in process of obtaining an Associate's or Bachelor's degree in information technology or a business related disciplineMust possess professional appearance and demeanor at all timesPhysical Requirements Necessary on a
Regular Basis:
Manual dexterity, arm and upper body range of motion sufficient for use of a keyboard, mouse and telephone 7-8 hours per day.
Speech and hearing sufficient for in-person and telephone communication 7-8 hours per day.Vision sufficient for use of a computer monitor.
Ability to sit at a desk 7-8 hours per day.
Repetitive motionSedentary positionPay Ranges:
Any posted pay range considers a wide range of compensation factors, including skills, experience, work location and more. We offer competitive pay while still allowing for compensation growth within the position and company.
This job description is not meant to be an all-inclusive statement of the duties of the position listed above. Other appropriate duties may be required from time to time.
EEO Statement:
Proctor Loan Protector is an Equal Opportunity and Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, national origin, gender identification or sexual orientation, disability, protected veteran status or any other classification protected under law.
We are an Equal Opportunity Employer. We take pride in the diversity of our team and seek diversity in our applicants.
