Job Title: IT Help Desk Support Technician Level 2/3

Department: IT

Reports to: VP/CIO

Job Type: Full-Time

FLSA status: {Non-Exempt}

ELCO’s Expectations for All Employees

As an ELCO employee you will be responsible for understanding, practicing, and promoting ELCO’s Purpose Statement.

 ELCO will cultivate, nurture, and enhance long standing relationships with insurance professionals and policyholders by being a trusted partner providing tailored solutions to achieve financial goals.

You will demonstrate the ability to provide outstanding customer service to both internal co-workers and external insurance professional and policyholders by modeling the following traits:

•  Reliability
• Accountability
• Knowledge of ELCO’s products
• Ability to create and sustain positive connections with clients.
• Commitment towards continuous learning to ensure exemplary performance and high-quality work product.

 You will demonstrate an understanding that all successful organizations need for their employees to share pertinent information in a timely manner to the appropriate parties and constantly demonstrate that understanding.

Position Summary:

As a Sr. Helpdesk team member, you will support the users both remote and at the corporate office for issues with Cloud software, In-house applications, and hardware. You will maintain corporate IT equipment and solve for various IT problems as they arise. You will onboard ELCO team members by setting up the required IT equipment, system software, systems accesses and security protocols.

Using your experience, you will provide guidance and assistance to all ELCO team members with IT Security, IT corporate policies and best practice to maintain a secure environment.

You will assist network team members with maintaining corporate network devices as needed.

Job Responsibilities:

• Install & maintain hardware and peripheral components on user computers.  

• Setup access for users to the corporate systems and appropriate software packages such as operating systems, networking components and office applications and provide initial training and compliant use within corporate policies.

• Engage and train team members and staff in the use of existing programs, IT and Security polices which will meet or exceed company and departmental requirements.

• Manage & update user documentation for systems, applications, policies & procedures.

• Work with the network services and information systems teams.

• Communicate updates, status, and completion information to manager and/or users, via voice mail, e-mail or in-person communication.

• Elevate outage & communicate events immediately to MSP provider and other key team members for resolution.

• Experienced supporting MS365/SharePoint/Teams environments.

• Manage back-ups and updates to disaster recovery documentation.

• Assist in research and procurement of computer accessories and supplies.

• Performs other duties as assigned.

Success Factors:

• Adaptability—the individual adapts to changes in the work environment, manages competing demands, and can deal with frequent change, delays, or unexpected events.

• Dependability—the individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance.

• Strong Oral / Written communication skills. The individual is comfortable when in

• positive /negative situations, group presentations, and meetings.

• Planning/organizing— able to prioritizes, plan work activities, demonstrates effect use of time to develop realistic action plans and workflows.

• Problem solving—the individual identifies and resolves problems in a timely manner and gathers and analyzes information skillfully.

• Quality management—the individual manages continuous improvement process to improve and promote quality and demonstrates accuracy in the business.

• Safety and security—the individual actively promotes and personally observes safety and security procedures and uses equipment and materials properly.

Qualifications:

• Bachelor’s degree in a technology field preferred or associate degree with certificate in IT, Networking or Cybersecurity.

• A+ Certification - required. Network+ / Security+ helpful.

• 3-5 yrs. of Helpdesk relevant experience. (required)

• Customer service skills – working with inhouse and remote workers.

• Windows 10 & 11, Server 2019 & 2022.

• Experienced utilizing MS, AD Azure / MS Entra ID Architecture

• Experienced with user setups for laptop, desktop, printer hardware.

• Experienced utilizing unified communications platforms including RingCentral.

• Experience supporting Security and Authentication access systems.

• Ability to multitask and prioritize is essential.

• High motivation and the ability to work well both independently and in a team environment.

• Experience in supporting Microsoft on-premises & cloud environments.

• Solid Knowledge of Support methodologies and ITSM tools

• Ability to diagnose technical issues and to match resources accordingly.

• Microsoft, CompTIA, ITIL, & Cisco certifications helpful

Physical Demands and Work Environment:

The physical demands and work environment characteristics 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.

*Physical demands: Constant use of both hands, arms reaching handling/ grasping/fingering while keyboarding, using phone, calculator, and other office equipment, writing instructions, filing, and performing other administrative duties. Employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.      

*Work Environment: The noise level in the work environment is usually minimal.

Benefits:

• Competitive Pay

• Company contributions towards employee and dependent health, dental and life insurance plans

• Paid Time Off

• 401K Contribution

• Tuition Assistance