Help Desk Support - Level II

Summary

World Insurance Associates is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents.

Founded in 2011, World is one of the fastest-growing insurance brokers in the U.S. with over 2,200 employees in over 260 offices across North America. We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial and retirement services, and human capital management solutions.

Our rapid growth and market leading presence has created opportunities throughout the state and we offer top talent the choice to work from one of our multiple offices throughout the region.

Position Summary

Help desk Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. You must also be customer-oriented and patient to deal with difficult customers.

Primary Responsibilities

Provide technical assistance and support for incoming helpdesk tickets and issues related to computer systems, software, security and hardware. Respond to tickets in person or over the phone. Document solutions advise team on training recommendations to cut down on tickets. Train computer users when possible. Fast paced environment

• Serving as the first point of contact for employees seeking technical assistance through helpdesk ticketing system.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue and details provided by employee
• Walk the employee through the problem-solving process
• Direct unresolved issues to the next level of support personnel tier 3
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Keep IT documentation up to date
• Close helpdesk tickets upon resolution
• Follow-up and update employee status and information
• Adhere to outline SLA
• Pass on any feedback or suggestions to IT Management
• Identify and suggest possible improvements on procedures
• On – Call helpdesk support as outlined in the 2023 calendar year
• Support M&A integration process as needed and or outlined by team members
• Some travel to various WIA offices is required

Equal Employment Opportunity

At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.