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IT Service Desk Technician 3 - Lehi Utah
Company: PCF Insurance Services Location: Lehi, Utah
Posted On: 05/17/2024
PCF Insurance Services is a premier risk management, benefits design, and insurance brokerage services firm ranked #20 on Business Insurance's 2023 Top 100 Brokers and #12 on Insurance Journal's 2023 Top Property/Casualty Agencies. With 3,100 professionals across the U.S., PCF Insurance Services harnesses the power of its Agency Partner network to provide world-class service and unparalleled solutions to its clients. As the #1 Fastest-Growing Company in Utah in 2021, 2022 and 2023 and #247 Inc. 5000 Fastest-Growing Private Companies in America, our commitment to excellence is unmatched. At PCF Insurance Services, we foster a dynamic and inclusive work environment, encouraging growth and innovation while valuing each team member's contributions. Join our exceptional team and help shape the future of the insurance industry.Position Summary: As a rapidly growing national organization, the IT Operations Department at PCF Insurance Services is looking for a full-time IT Service Desk Technician 3. This position requires advanced knowledge and experience in providing frontline IT support in a corporate environment, supporting users both in person and remote. Responsibilities: - Manage ticket queue, provide support, and resolve incidents or requests.
- Identify, troubleshoot, and resolve software, hardware, and network failures.
- Perform the installation, configuration, upgrades, repair, and preventative maintenance of software, hardware, and systems, including MS Office 365, OS X, and Windows (Vista/7/8/10/11).
- User management in MS Azure Active Directory, including creating, disabling, removing, resetting, configuring user accounts, managing user groups/OUs/permissions.
- Document tickets thoroughly for continuity of information and adherence to customer service standards.
- Act as an escalation point, assist less experienced peers, and participate in Service Desk related projects.
- Assist in endpoint management by developing, configuring, and testing new software and IT management tools.
- Onboard new employees with account creation, workstation configuration, and phone setup.
- Train end users on IT acceptable use policies and procedures.
- Document and maintain company IT inventory, lead and/or participate in Service Desk related projects, and transfer knowledge to junior members for continuous improvement.
- Participate in after-hours and weekend support calls rotation.
- Undertake other ad hoc IT support duties as needed.
- All while maintaining a standard of excellence with PCF's compliance and regulatory guidelines. Skills and Qualifications:
- Minimum of 4 years of IT technical experience in a corporate service desk environment.
- Network+, Security+; ITIL - V3 or ITIL - V4 certifications; other relevant certifications.
- Knowledge and experience working with MS Exchange Online (administering users, creating mailboxes, managing mailboxes, e-mail addresses, etc.).
- Knowledge and experience working with Microsoft 365 (assigning users, enabling features, resetting a password, assigning licenses, etc.).
- Experience in supporting IT services for large enterprise organizations of 4,000 or more users.
- Must be able to produce detailed, accurate, technical documentation.
- Diverse, multi discipline experience, collaborating with other IT teams in different areas, (e.g., networks, messaging, desktop management, storage, application support etc.).
- Excellent written and verbal communication skills are required.
- Experience with developing and implementing service desk policies or procedures preferred.
- Experience with developing and implementing service desk support tools preferred.
- Excellent customer service skills
- Motivated and self-managing
- Team-oriented personality: positive attitude and cooperative disposition
- Problem-solving mentality and critical thinking skills, excellent planning and organization skills, and ability to accept and make changes according to feedback.Physical Requirements:
- Be able to lift 50 lbs.
- This position requires long periods of sitting using a computer Compensation: $53,000 to $63,000 Location: Onsite - 2500 Executive Pkwy # 200, Lehi, UT 84043 Schedule: FT Hours of Operation 8:00 AM- 5:00 PM Benefits:
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