Company:
ClaimsPro LP – International Programs Group
IS/IT Technician, Full-Time, Remote (St.Louis, MO, USA)
Overview
Reporting to the Manager, IT Support Services, the IS/IT Technician II (Intermediate) is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the IS/IT Technician ensures all incidents are analyzed, resolved, and reported back within the promised timeframes.
Organizational Alignment:
•Operational effectiveness and efficiency: Works closely with Manager, IT Support Services
•Customer Service: ensuring end user issues and improvements are dealt with effectively, with the right priority – and that users are kept up-to-date with pro-active communication
•Quality: ensure solutions provided follow best practices
•Relationships: Build strong relationships with your internal team as well as business stakeholders
Key Performance Factors:
•Troubleshoot and resolve IT issues via phone, web and in-person
•Ensure all incidents are resolved against benchmarks
•Report all open and closed incidents to leadership teams
•Communicate status and results to IT and Business stakeholders
Job Responsibilities
Project Participation (15%)
•Participate in small to medium complexity infrastructure/software projects which may involve multiple team members
•Communicate project progress to IT stakeholders
•Identify project risks, escalate issues to management, and assist with mitigation steps as required
IT Process Documentation (10%)
•Ensure any chapters in the Support Manual assigned are updated as needed
•Nominate topics for new chapters to IT leadership
End-User Support (75%)
•Work with end users to determine and resolve issues
•Advertise and document fixes (either through tickets or support manual chapters) to develop best practices
•Follow the quality assurance, documentation and process standards set by your Support leadership
* Percentages are estimates and may vary over time
Qualifications & Experience
•Preference of post-Secondary Education in Computer Science or a related discipline
•3+ years of experience in a Support/systems administration role working in a Team environment
•Consistently demonstrating competency in all job responsibilities associated with IS/IT Technician I role
•Insurance industry experience is an asset
Competencies:
•Familiarity with imaging solutions
•Excellent software/hardware/networking troubleshooting skills
•Experience with Active Directory
•Familiarity with Antivirus and Encryption
•Excellent communication skills
•Experience with help desk ticketing software
•Experience with image deployment processes and methodologies
•Ability to analyze and prioritize issues
•Ability to multi-task and handle a high volume of concurrent tasks
•Works collaboratively with others inside and outside the IT team to achieve goals
Environment/Working Conditions
•Dynamic environment with tight deadlines, numerous and changing priorities
•Occasional evening/weekend/overtime required to meet deadlines or deploy solutions
•Occasional travel as needed
•All prospective employees must pass a background check
•Office environment including prolonged periods of computer use
Environment/Work Conditions
SCM Insurance Services and affiliates welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates throughout the recruitment and assessment process.
Unsolicited Outreach Statement – Recruitment Agencies
SCM Insurance Services (SCM) and its affiliated companies will not accept unsolicited resume submittals from third- party recruiters and hereby request agencies to not contact SCM employees or managers directly to present candidates. Be advised SCM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume and will consider any unsolicited resumes forwarded public information. SCM welcomes resumes submitted directly from candidates.
Multitasking Communication active-directory Information technology (IT) Collaboration Troubleshooting Quality Assurance (QA) encryption Computer Science antivirus Networking Project management