Technical Support Specialist

American Farm Bureau Insurance Services, Inc. (AFBIS, Inc.) is looking for a Technical Support Specialist to work out of our Fargo, ND office. As a member of our Information Systems team, you will use your technical knowledge to support our employees by troubleshooting software and hardware issues, assisting with systems administration and building out new computers.

If you are solutions oriented with a problem-solving mindset and an interest to acquire new knowledge, develop new skills, and adapt to innovative technologies, this might be a great opportunity for you. 

Reporting to the CISO Systems/Security Supervisor the Technical Support Specialist will be responsible for:

• Creating, resolving, escalating, and closing Help Desk tickets by providing technical support to end-users for hardware, software, and network-related issues in a hybrid environment
• Remotely troubleshooting personal computers and peripheral equipment
• Troubleshooting and resolving hardware and software problems
• Performing root cause analysis for service interruptions, implementing solutions to prevent recurring problems
• Building out, configuring and setting up new computers
• Maintaining detailed documentation of systems, procedures and processes
• Maintaining an accurate inventory of assets
• Offering insights on hardware and software upgrades for optimal performance
• Assisting in the development of new systems and networks and IT projects and initiatives

What you will bring to this position:

• Associates Degree in IT or a related field or equivalent work experience
• Experience working in a technical support position
• Knowledge of Microsoft 365 Admin Centers, including Azure, Entra, SharePoint, and Teams
• Knowledge of networking software, hardware, and protocols
• Ability to work independently, prioritize and handle multiple assignments simultaneously and meet established deadlines
• Ability to build effective relationships with internal and external stakeholders
• Strong analytical and problem-solving skills along with strong verbal and written communication skills

Preferred knowledge and skills:

• Knowledge of vulnerability management and software patching strategies to effectively mitigate known common vulnerabilities and exposures.
• Experience with Intune, SCCM, Ivanti, Co-management, and Windows Autopilot.
• Apple macOS support and troubleshooting.
• Apple iOS and Android device support; setup and configuration.

This is a hybrid role working out of the Fargo office at least two days a week and one additional day within a two-week period.

The expected starting salary range for this position is between $50,000 and $75,000.  Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law.

AFBIS offers a competitive benefits package that includes medical, dental, vision, life, and disability insurance; company funded cash balance pension and a 401(k) retirement plan; Flexible Spending and Health Savings Accounts; paid holidays, vacation, and sick time; Employee Assistance Program; and other benefits.