IT Acquisition Support Level I

Summary

Join World Insurance Associates as an IT Acquisitions Support Level I and provide technical assistance and support to users during agency acquisitions. This role requires proficiency in basic technical knowledge, strong communication skills, and the ability to troubleshoot computer systems, software, and hardware. The position is remote with required on-site travel to various regional offices for hands-on setup, troubleshooting, and training. You will be the first point of contact for employees seeking technical assistance, documenting solutions, and escalating complex issues. The ideal candidate is customer-oriented, patient, and able to work independently and as part of a team. This fast-growing company offers opportunities for professional growth and development.

Requirements

• Proficiency with Windows 10/11, Network & Printer Troubleshooting, and Hardware
• Ability to take direction
• Works well under pressure and deadlines
• Work Independently

Responsibilities

• Provide technical assistance and support for incoming service desk tickets and escalations with issues related to computer systems, software, security and hardware
• Effectively respond to tickets in person or over the phone
• Document solutions and advise team on training recommendations to cut down on tickets
• Train computer users when possible
• Travel to acquisition sites to perform hands-on setup, troubleshooting, and technical decommissions of current network
• Collaborate with on-site teams to ensure smooth technology transitions
• Provide in-person technical training and support to new team members at acquired locations
• Serving as the first point of contact for employees seeking technical assistance through the helpdesk ticketing system
• Determining the best solution based on the issue through research in past tickets, google and user details provided
• Walk the employee through the problem-solving process
• Direct/Escalate unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Keep IT documentation up to date
• Close helpdesk tickets upon resolution and in a timely manner
• Follow-up and update employee status and information
• Adhere to outlined ticket SLA
• Pass on any feedback or suggestions to support Leads and Management
• Identify and suggest possible improvements on procedures

Preferred Qualifications

• Some Active Directory / Azure, if there is Intune & Autopilot, O365 Administrator Console, Exchange Administrator Console familiarity
• If familiar with performing remote troubleshooting through diagnostic techniques and pertinent questions

Benefits

• Position is remote WFH but requires travel onsite
• 60-70% travel to various regional WIA offices will be required within reason and availability