Service Desk IV

Company: PCF Insurance Services
Location: Lehi
Posted on: June 25, 2022

Job Description:

Service Desk IVAs a rapidly growing national organization, the IT Operations Department at PCF Insurance Services is looking for a full-time IT Service Desk Technician III or IV. This position requires advanced knowledge and experience in providing frontline IT support in a corporate environment, supporting users both in person and remote.Responsibilities:

• Perform all work in compliance within PCF Insurance Services company policy and regulatory guidelines.
• Manage ticket queue, for responding, assigning, escalating, or resolving incidents or requests.
• Provide in person, remote, or phone support to employees or customers regarding technical inquiries for diagnosing from beginning to end to resolve complex support issues.
• Identify, troubleshoot, and resolve software, hardware, and network failures.
• Perform the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems.
• User management in MS Azure Active Directory (creating, disabling, removing, resetting, configuring user accounts), managing user groups/Opermissions
• MS Office360, OS X, Windows Vista/7/8/10/11, installation, configuration, troubleshooting
• Thoroughly document tickets to ensure continuity of information and adherence to customer service standards.
• Act as an escalation point or assist as needed for less experienced peers.
• Assist in endpoint management by developing, configuring and testing new software and IT management tools in a constantly evolving environment.
• Onboarding new employees with account creation, workstation configuration, phone setup, etc.
• 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.
• Knowledge documentation creation and transfer to junior members and for continuous improvement.
• Participate in after hours and weekend support calls rotation.
• May perform other job duties as assigned.
• This position impacts day to day IT support activities. As such, the duties of this position may occasionally shift in order to meet those needs.Training and Experience:
  • Minimum of 4 years of IT technical experience in a corporate service desk environment.
  • A+, Network+, Security+; ITIL - V3 or ITIL - V4 certifications; other relevant certifications preferred.Skills and Qualifications:
    • 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 M365 products and 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
    • Tolerance to change and accepting of feedbackPhysical Requirements:
      • Be able to lift 50 lbs.
      • This position requires long periods of sitting using a computerOur Core Values
        • Build quality relationships between brands
        • Provide world-class service
        • Construct a collaborative culture
        • Demonstrate operational excellenceBenefits
          • Medical, Dental, Vision, 401k, etc.
          • PTO
          • Competitive pay commensurate with experienceOur Core Values
            • Build quality relationships between brands
            • Provide world-class service
            • Construct a collaborative culture
            • Demonstrate operational excellencePCF Insurance Services is a rapidly growing full-service consultant and brokerage firm headquartered in Lehi, Utah with more than 100+ locations across the country. PCF is one of the most active acquirers in the industry, having closed 36 acquisitions in 2020. PCF maintains strong relationships with all the blue-chip national carriers and regional insurers, to create strategies that enable our agency Partners to maximize each client we serve.PCF Insurance Services is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

Keywords: PCF Insurance Services, Lehi , Service Desk IV, Other , Lehi, Utah