What are the responsibilities and job description for the Service Desk Technician position at USI Holdings Corporation?
General Description: Responsible for providing computer support to all USI offices and clients. Serves as the first point of contact for customers seeking technical help. Help may be provided over the phone, email, or chat.
Responsibilities:
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by customers
- Walk the customer through the problem-solving process
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services
- Record incident details, problems, and their resolution in Service Now
- Follow-up and update customer status and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Identify and suggest possible improvements on procedures
- Operate in accordance with USI Policies for the Information Security Program (PISP) and USI Standards for the Information Security Program (SISP)
- Keep up to date with security updates and improvements. Implement improvements as appropriate.
- Protect systems against unauthorized access by appropriately defining access.
- Upgrade systems by implementing and maintaining security and technical controls.
Knowledge, Skills and Abilities:
- BA/BS degree in technical discipline preferred
- Prior experience with; Microsoft Office and ServiceNow preferred
- Previous customer service experience preferred
- Strong organizational skills, excellent communication, and people skills
- Must be able to work independently and in a team environment
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Starting salary $22.11/hour. This is a bonus eligible position with a target incentive of 5%.
USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.
Job ID:
Salary : $22
