Systems Technician II - Presque Isle, United States - MMG Insurance

Description

MMG INSURANCE COMPANY

Job Description

Job Title: Systems Technician II

Department:Information Technology

Reports To:Information Technology Supervisor

FLSA Status:Non-Exempt

SUMMARY

Installs, configures, maintains, and troubleshoots personal computers, networks, associated equipment, and telephone system as well as assists with the helpdesk process by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Conducts primary technology training & orientation for users.
• Develops software and operating system installation automation.
• Monitors routine system parameters on end-user workstations such as response time and general performance.
• Performs patching on end-user workstations.
• Coordinates with external vendors for purchasing and repair of workstations, printers, and other peripherals.
• Works with the security team to discover and remediate vulnerabilities on end-user workstations.
• Adheres to current best practices and enforces company policies for data security, redundancy, and retention.
• Serves as an escalation point for support issues that are escalated through the technician team.
• Ability to multitask with strong organization and time management skills. Able to respond effectively to inquiries or complaints within a timely fashion.
• Demonstrates a basic understanding of the installation procedures used in the organization.
• Installs and configures the Company's personal computers, hardware, software, and auxiliary systems.
• Installs and configures network peripheral equipment, photocopiers, and printers.
• Troubleshoots and repairs personal computers, network, printers, conference room technology, and associated equipment.
• Escalates more complex issues, as appropriate, to senior level technicians.
• Performs preventative maintenance on all systems.
• Contributes to the helpdesk by responding to user questions and needs in person, by telephone, or through the ticketing system.
• Recommends tools, processes, or systems to assist with current job duties and responsibilities.
• Works with other team members in IT to complete technology-related projects or product rollouts, as directed.
• Develops and maintains records related to inventory and control of computers, printers, and computer-related supplies.
• Travels as required to perform the essential duties and responsibilities of the position and to fulfill educational requirements. (May include overnight stays.)
• Ensures performance metrics are met or exceeded.
• Promotes and encourages a "one team" attitude.
• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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.

EDUCATION and/or EXPERIENCE

Associate's degree in Computer Science; or 2-4 years related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Speaks clearly and persuasively in positive and negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Able to read and to interpret written information.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, and area.Ability to apply concepts of basic algebra.

REASONING ABILITY

Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of Office Productivity software such as Spreadsheet, Word Processing, and Communications software.Should be familiar with development environments and project management software.

Possesses demonstrable skills in one or more of the existing computer disciplines (i.e., Network Software, Windows, Word Processing, Database, Spreadsheet, and Graphics).

CERTIFICATES, LICENSES, REGISTRATIONS

The Company may expect the employee to take other courses deemed appropriate to the employee's duties.

OTHER SKILLS AND ABILITIES

• Possesses good telephone skills.
• Possesses good interpersonal relationship skills.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to request for service and assistance; Meets commitments.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Demonstrates the ability to consistently maintain a positive attitude.
• Works cooperatively and productively with employees.
• Is self-motivated with strong organizational skills.
• Demonstrates the ability to multi-task effectively and efficiently.

OTHER QUALIFICATIONS

Possesses a valid driver's license.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit.

Demonstrates an aptitude consistent with securing information, analyzing it, and making above-average decisions affecting the position's area of responsibility.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel.The employee frequently is required to talk or hear.The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move more than 50 pounds.Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee may occasionally be exposed to outside weather conditions. While performing the duties of this job, the employee may occasionally be exposed to moving mechanical parts and risk of electrical shock.The noise level in the work environment is usually moderate.