Senior Help Desk Specialist

SMS is part of the Alliant family of companies. SMS is a full-service insurance marketing organization (IMO) dedicated to helping independent insurance agents leverage time, make more money and put their business in a position of distinction. Founded in 1982, SMS has grown into one of the industry's foremost IMOs. With products and agents in all 50 states, SMS offers the industry's most complete IMO experience. We support every facet of an agent's business, from our comprehensive senior product portfolio to our technology, services and marketing programs.

The Senior Help Desk Specialist is responsible for providing support on all company supported applications and platforms, troubleshooting computer problems and advising on appropriate action steps, assisting with installation and updates of hardware and software, and performing project-based work.

Social media link: https://www.linkedin.com/company/seniormarketsales/

Essential Duties and Responsibilities

• Service Requests: Provide second-level contact and problem resolution for all users with hardware, software, and applications problems. Resolve user-reported requests using available tools and following procedures and policies. Respond to requests for technical assistance in person, phone, and electronically. Provide accurate and timely logging of service requests and resolution for those requests into the Service Request database. Escalate and/or redirect problems to appropriate resources. Identify and escalate situations requiring immediate attention. Advise end users on appropriate actions steps. Coordinate and relocate user workstations and telecom equipment when needed.
• System Support Functions: Perform hardware (workstations, notebooks, scanners, copiers, printers, etc.) and software installations and upgrades. Evaluate and resolve software related issues. Assist with merging and maintaining data files. Test and analyze existing and new areas of the IT systems. Coordinate support between third-party vendors and end users. Perform and track regular maintenance on user workstations, copiers, printers, and phones to ensure optimal performance. Provide assistance with server based applications and administration and set-up implementation. Provide superior customer service when working with end users on issues that arise.
• External End User Support Functions: Support software installations for off-site agents. Provide support in using the email security portal and resetting of passwords on that portal.
• Documentation Functions: Review and update Service Requests documentation as needed. Review and recommend modifications to procedures with the Help Desk Manager. Gather and input data for regular reports distributed by IT department. Maintain inventory tracking on all IT equipment.
• Special Projects: Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales and Alliant by serving on relevant internal and external committees. Assists with special projects/assignments as requested by members of management.
• Leadership/Mentoring: Mentor other Help Desk staff by assisting with escalations, providing suggestions, and providing leadership within the team.
• Perform all duties in accordance with all company policies and procedures, and all federal, state and local laws, wherein the Company operates.
• Performs other duties as assigned by management
  • These tasks do not meet the Americans With Disabilities Act definition of essential job functions and are usually less than 5% of time spent. However, these tasks still constitute important performance aspects of the job.

Qualifications

• High School Diploma Required
• or GED Required
• Three (3) or more years experience in desktop support Required
• Training/experience with Windows Operating Systems and Microsoft Office Suite Preferred

Extensive benefit package includes medical, dental, life, ADD, FSA, 401k and voluntary benefit options.

Equal Opportunity Employer; SMS participates in the E-Verify system.

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Other details

• Pay Type Hourly

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