What are the responsibilities and job description for the Help Desk Technician position at SET SEG?
Title: Help Desk Technician
Reports To: Director of Information Technology and Security
Location: East Lansing, MI
Department: Information Technology
SET SEG is looking for a Help Desk Technician to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. This position reports to the Director of Information Technology and Security.
WHO WE ARE
School Employers Trust (SET) is a non-profit company that was created after a monumental shift in school funding happened in 1965. SET, which began in 1971, served as an employee benefits association focused on offering comprehensive and affordable employee benefit solutions to Michigan public schools and their employees. Two years later, its partner organization School Employers Group (SEG) was formed to administer compensation and fringe benefits for SET. As schools were faced with more challenges related to insurance, SEG evolved and grew into a company that provides workers’ compensation and property/casualty services for Michigan public schools.
Today, SET SEG continues to expand and find creative ways to meet the specialized needs of its members. This, coupled with a superior member experience, is why SET SEG has maintained its position as an industry leader in the school insurance market.
We value those who proactively solve challenges, simplify the complex, thrive in a fast-paced setting, have a customer-first mentality, and seek a collaborative and inclusive work environment. We offer 100% employer paid insurance (medical, dental, and vision), Paid Time off (PTO), and paid parental leave.
Our passion is delivering peace of mind to Michigan public schools and we look for team members who are motivated by our cause. To learn more, visit: https://setseg.org.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support Michigan public schools through their challenges. You seek understanding and are motivated to tackle projects and problems with the customer in mind. You anticipate needs and preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives and roles.
Primary Responsibilities:
Several hours per day at a sit/stand desk, average mobility to move around an office environment; able to spend several hours per day at a computer. Punctual, regular, and consistent attendance is required.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Reports To: Director of Information Technology and Security
Location: East Lansing, MI
Department: Information Technology
SET SEG is looking for a Help Desk Technician to assist customers who are experiencing any procedural or operating difficulty with the use of IT applications, products or services. Complex and/or high priority problems are elevated to specialized support groups for resolution when needed, but the Help Desk Technician is responsible to ensure that an effective solution is provided to the user. This position reports to the Director of Information Technology and Security.
WHO WE ARE
School Employers Trust (SET) is a non-profit company that was created after a monumental shift in school funding happened in 1965. SET, which began in 1971, served as an employee benefits association focused on offering comprehensive and affordable employee benefit solutions to Michigan public schools and their employees. Two years later, its partner organization School Employers Group (SEG) was formed to administer compensation and fringe benefits for SET. As schools were faced with more challenges related to insurance, SEG evolved and grew into a company that provides workers’ compensation and property/casualty services for Michigan public schools.
Today, SET SEG continues to expand and find creative ways to meet the specialized needs of its members. This, coupled with a superior member experience, is why SET SEG has maintained its position as an industry leader in the school insurance market.
We value those who proactively solve challenges, simplify the complex, thrive in a fast-paced setting, have a customer-first mentality, and seek a collaborative and inclusive work environment. We offer 100% employer paid insurance (medical, dental, and vision), Paid Time off (PTO), and paid parental leave.
Our passion is delivering peace of mind to Michigan public schools and we look for team members who are motivated by our cause. To learn more, visit: https://setseg.org.
WHO YOU ARE
You are energized by working with a collaborative team and industry peers to support Michigan public schools through their challenges. You seek understanding and are motivated to tackle projects and problems with the customer in mind. You anticipate needs and preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives and roles.
Primary Responsibilities:
- Provides first-level support for all IT products and services and escalates to higher support levels when necessary
- Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy
- Works to continually improve user experiences through upgrades, configuration changes, and error management of hardware and software.
- Aides in desktop and mobile deployment, administration, documentation, and support of existing technologies
- Effectively, professionally, and respectfully represents other IT staff members, teams, and their services to the rest of the organization
- Determines the most effective manner to resolve technical issues by engaging in research and in-depth troubleshooting
- Records detailed customer and problem information in the service request system, updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.
- Documents all findings and creates or updates self-help documentation
- Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up
- Monitors and assigns new IT requests
- Other duties as assigned by supervisor
- Customer-focused character; patient, courteous, and friendly
- Consistently exhibits positive attitude
- Good written and verbal communications skills
- Proactive in seeking meaningful work and real responsibility
- Outstanding interpersonal and customer service skills
- Strong analytical and problem-solving skills
- Associate’s degree or 2 years of professional experience is preferred
- Performs a wide variety of operational tasks that are typically defined in standard operating procedures or other documentation
- Applies technical skills to perform job and consistently seeks additional knowledge and expertise
- Actively seeks new relationships and development opportunities
- Eager to learn from others; proactive in building own skillset and demonstrates a strong interest in how things work
- Develops time management and organizational skills and keeps manager informed of delays and potential problems
- Seeks to understand how own work contributes to the business
- Understands importance of working as a team, but can be a self-directed problem solver
- Understands the importance of carefully handling confidential information
Several hours per day at a sit/stand desk, average mobility to move around an office environment; able to spend several hours per day at a computer. Punctual, regular, and consistent attendance is required.
We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
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Salary : $19 - $26