IT Support Services Tech

Please note this role is on-site in our New Berlin, NY office. Any successful candidate must live within a commutable distance to the New Berlin office and will be expected on-site five days per week.

Preferred Benefits

At Preferred, we understand the importance of holistic health. To meet the diverse needs of our employees, we offer a comprehensive set of benefits:

Financial

• Short-term disability, long-term disability, and life insurance coverage are provided at no cost
• Optional benefits include enhanced life insurance and critical illness plans
• 401k plan with an employer contribution that you will receive regardless of your own contribution to the plan
• Pension Plan
• Certain positions may also be eligible for short-term incentive plans.
  
  

Social

• Generous paid time off, offering of 25 days at hire (prorated based on start date for the first year)
• 7 days of paid sick leave
• 10 paid company holidays
• Personalized paid time off after 3 years!
  
  

Emotional

• Access to Modern Health, a provider of accessible, personalized mental health care
  
  

Physical

• Medical, dental, and vision coverage options begin on the first day of employment
• Flex Spending Accounts and Health Savings Accounts (with employer contribution) are available based on the medical plan you choose
  
  

Your Purpose And Function In Our Company

As an IT Services Support Tech, the individual is responsible for responding to email, chat, or phone queries delivering incident solutions as a member of the IT Service Desk team. As a first point of contact with the client, this role’s responsibilities include, but are not limited to, initial triage of incidents, allocation of tasks, research of, and resolution of incidents, and service requests concerning the use of systems, software, and hardware products. This role is accountable for gathering information through client conversation, use of support tools, and additional support staff if needed. Issues outside the scope of their capability or responsibility are transitioned to other resources in various departments.

The individual filling this role must be well-versed in all aspects of computer systems configuration, set up, and maintenance with excellent interpersonal and communication skills. As professionals, every member of the IT team shall demonstrate excellent professionalism in interacting with all Preferred Mutual Insurance Company personnel, contractors and customers.

• Respond to requests made by employees either via the ticket tracking system, email or phone.
• Provide thoughtful directed support to employees on technical questions,
• Keep abreast of evolving technologies deployed within and outside the organization,
• Utilize IT Service Desk ticketing system to Log and track work, closing requests submitted by employees and escalate those tickets they are unable to complete to more senior staff,
• Recognition of hardware/software problems in a timely fashion so as not to impede employees, contractors and partners ability to perform they jobs,
• Following procedures to run mainframe job requests submitted by programmers and business users,
• Ensuring completion of network backups per written procedures, escalating when issues have been identified,
• Generate and distribute monthly Service Desk reports from the ticketing system,
• Inventory control of hardware and software assigned to Preferred Mutual employees, contractors and partners,
• Create and maintain documentation on procedural and self-help topics used in supporting Preferred Mutual employees, contractors and partners,
• Perform routine updating and reimaging of desktop and laptop systems in preparation for deployment to employees, contractors and partners,
• Deploys PCs and other hardware devices in support of employees, contractors and partners,
• Perform onboarding and training of new employees, contractors and partners.
  
  

Key Capabilities For Success

• Takes initiative in evaluating and making recommendations around improving workflow and internal processes.
• Provides timely, professional technical support to employees, contractors and partners within established SLAs. Standard will be measure by customer satisfaction, response time, and first call resolution.
• Documents complete and accurate information into the ticketing system (Remedy or TFS).
• Reviews open tickets to ensure they’re escalated and followed up as necessary for resolution.
• Identifies potential trends in system, software or hardware failures and escalates to senior staff and management,
• Execution of daily, nightly and monthly production tasks to successful completion of batch processing.
  
  

Qualifications

• Associates degree or higher in Computer Technology or related field or 2 years of experience in a Helpdesk Technician role,
• Comptia A+, Network+ or Security+ Certification preferred,
• Microsoft Certified Professional certification in Windows 10 / 11 a plus,
• Proficient in supporting Microsoft Windows 10/11, Microsoft O365, Microsoft Edge, and Chrome
  
  

ABOUT US: As a mutual company, we are independent by nature, so we think about insurance solutions a little differently. Through listening, problem solving, examining your challenges and collaborating on the right solutions for you, Preferred Mutual independent agents provide flexible solutions and adapt to your evolving needs. We do the same for our employees. We are process and domain experts, focused on the solutions that deliver results for our clients and our company. We offer a great work environment, professional development, challenging careers, and competitive compensation. With Preferred, there are no surprises. You can count on us to deliver on our promises and be there when you need us, as your insurance provider and your employer. Preferred Mutual is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.

DISCLAIMER: This role (job) description indicates in general terms, the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between Preferred Mutual Insurance Company and its employees.

The base pay range for this position is $24.00 to $29.00 on an hourly basis. The rate offered to any candidate will be reflective of the candidate’s experience and any relevant education, certification, or qualifications related to their ability to perform the responsibilities of this position as permitted by law.