IT Service Desk Technician II
Position Narrative (Overview) – We are looking for an experienced IT Service Desk Tech II to join our team. The ideal candidate will be passionate about technology and customer support. They will take on challenging assignments, participate in department initiatives, and be responsible for timely results. They will ensure that all services provided by the Provisioning Program are delivered within the agreed Service Level Agreement set in place. You will be responsible for resolving IT support requests as well as meeting customer satisfaction and continuous service improvement.
What you'll be doing:
- Respond to end-user issues in-person, via video conferencing, telephone, chat, or tickets submitted to the IT Service Desk.
- Provide on-site and remote installation, configuration, maintenance, troubleshooting, and repair for hardware, software, and peripherals.
- Monitor the Service Desk ticket queue and handle tickets to ensure service requests and incidents are addressed on time, meeting established metrics and SLAs.
- Analyze, troubleshoot, and repair a wide variety of computer problems related to hardware and software.
- Responsible, able to self-manage, and be driven to solve problems
- Provide technical guidance and training to end-users.
- Quality control of deployment, management, and support of computers, peripherals, and mobile devices.
- Maintain a commitment to continuous process improvement.
- Provide input and assist in testing and selection of future technologies and devices.
- Act as a point person for other IT Service Desk team members; provide direction, mentoring, and support.
- Assist team with short/long-term projects as assigned.
- Develop, and assist, with the maintenance of documentation of systems, services, and processes.
- Train junior team members, and ensure their knowledge is up-to-date and in line with policies.
- Participate in a roatating on-call schedule.
We're looking for someone who has:
- 5+ years of experience in a customer facing IT support role
- Proven experience in IT Customer Service, Technical Troubleshooting
- Advanced knowledge of hardware and software products, and problem solving/troubleshooting skills
- Experience administering the Microsoft 365 core tech stack (Microsoft Teams, Outlook, etc.)
- Basic networking skills
- Strong Microsoft 365, Windows, and Mac operating systems skills
- Ability to function well in a team-based environment, and to contribute to common goals
- Ability to solve problems in stressful situations
- Experience supporting SharePoint & OneDrive for end users.
- Familiarity with Powershell
- Proven ITSM Experience (Jira Service Desk)
- Excellent customer service approach to dealing with people at all levels
- Exceptional verbal & written communication skills
- Associate or bachelor's degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required
Highly preferred candidates will also have:
- CompTIA's A+ Certification
- CompTIA's Security + Certification
- ITIL4 Foundation Certificate in IT Service Management
- Microsoft Certified Desktop Support Technician
- Microsoft MCSA
About SageSure:
If shaping the future of an industry sounds exciting, you'll love working at SageSure! A Best Places to Work in Insurance Recipient for three years in a row (2020-2022), SageSure is a managing general underwriter leader and insurance technology innovator serving disaster-prone areas. That means we sell insurance through our proprietary technology platform in places other insurance companies won't do business. Our success in delivering coverage in America's most challenging markets is the result of our strategic focus to understand and adequately price risk. We offer 50+ products in 14 states, serving over 400,000 policyholders while managing more than $800 million in written premium. We have eight office locations—Jersey City, NJ; Mountain View, CA; Chicago, IL; Tallahassee, FL; Cincinnati, OH; Houston, TX; Mt. Laurel, NJ; and Cheshire, CT—as well as numerous remote employees across the country.
We provide generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan and more. SageSure fosters inclusion, creating an environment where everyone can bring their whole self to work. We're energetic, forward-thinking problem solvers; come join our team! For more information on SageSure opportunities, visit www.sagesure.com/careers/.
SageSure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, disability, veteran status, gender identity, national origin or any other factor protected by applicable federal, state or local laws.
SageSure is only open to hiring remote candidates who are residents in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Louisiana, Michigan, Minnesota, Mississippi, Missouri, Nebraska, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Wisconsin, and Wyoming.
With more than $1 billion in premium, SageSure, the largest residential property insurance managing general underwriter (MGU) in the United States, is pioneering the ways people protect their American Dream.
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