Troubleshoot hardware and software problems both in person and remotely, resolving and documenting the solutions in Footprints ticketing system. Works on tickets assigned by the helpdesk providing tier one support to end users.
Troubleshooting
Provides "in-house" computer/network support relating to software and hardware problems.
Troubleshoots network connectivity issues related to Cisco ISE.
Work on helpdesk and management assigned tickets via Footprints ticket system.
Video conferencing and projector equipment setups.
Provide documented resolution within Footprints database tracking system.
Installation/Configuration
Assists in equipment installations and relocations within the company.
Assists in corporate-wide software installations as well as updates.
Install PACS, FAST, VUE, and APS patches (code) for "in-house" systems.
Work on PC/software upgrades when needed.
Configure new PC’s with the corporate image.
Thin Client configuration \ PC virtualization.
Customer Service
Focus on rapid identification and resolution of customer service issues.
Answer questions and perform initial triage on service tickets.
Timely and effective resolution to service tickets based on service level agreements.
Provide customers with updates to keep them apprised of progress toward problem resolution.
Participate in team meetings and customer meetings as requested.
Required Knowledge, Skills, Abilities, and/or Related Experience
Bachelor’s or Associate’s Degree in Information Technology, Computer Science, or related field
5 years of helpdesk or desktop support experience required.
Comp TIA A+, Comp TIA Network+, and/or Microsoft Technology Associate (MTA) certification a plus
Windows Operating System
Basic Networking Knowledge
Experience troubleshooting, installing, and configuring hardware and software
Ability to explain technical issues to non-technical people
Ability to read, understand, and apply complex technical information and to master new computer technology
Strong planning and organizational skills and the ability to meet deadlines
Ability to Travel: None
Work location may be flexible if approved by the Company.
What We Offer
At Reliance Matrix, we believe that fostering an inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.
That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.
Our Benefits:
- An annual performance bonus for all team members
- Generous 401(k) company match that is immediately vested
- A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
- Multiple options for dental and vision coverage
- Company provided Life & Disability Insurance to ensure financial protection when you need it most
- Family friendly benefits including Paid Parental Leave & Adoption Assistance
- Hybrid work arrangements for eligible roles
- Tuition Reimbursement and Continuing Professional Education
- Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays. As you grow with us, your PTO may increase based on your level within the company and years of service.
- Volunteer days, community partnerships, and Employee Assistance Program
- Ability to connect with colleagues around the country through our Employee Resource Group program
Our Values:
- Integrity
- Empowerment
- Compassion
- Collaboration
- Fun
EEO Statement
Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.
#LI-Hybrid .
Skills Required
- Bachelor's or Associate's Degree in Information Technology, Computer Science, or related field
- 5 years of helpdesk or desktop support experience
- Experience with Windows operating systems
- Basic networking knowledge
- Experience troubleshooting, installing, and configuring hardware and software
- Experience troubleshooting network connectivity issues related to Cisco ISE
- Experience installing PACS, FAST, VUE, and APS patches
- Thin client configuration and PC virtualization experience
- Experience using Footprints ticketing system and documenting resolutions
- Video conferencing and projector equipment setup experience
- Ability to explain technical issues to non-technical people
- Ability to read, understand, and apply complex technical information and learn new technologies
- Strong planning and organizational skills and ability to meet deadlines
- CompTIA A+, CompTIA Network+, and/or Microsoft Technology Associate (MTA) certifications
Reliance Matrix Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Reliance Matrix and has not been reviewed or approved by Reliance Matrix.
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Leave & Time Off Breadth — PTO and holidays are presented as generous, with examples including new‑hire accruals, a paid volunteer day, and enhanced holiday pay for certain schedules. Some accounts highlight excellent PTO accrual and strong time‑off practices in parts of the organization.
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Retirement Support — A 401(k) with an immediately vested company match is included as a standard offering. This indicates accessible retirement support from the start of employment.
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Parental & Family Support — Paid parental leave and adoption assistance are part of the package alongside broader wellbeing resources. These elements signal family‑oriented support beyond core medical benefits.
Reliance Matrix Insights
What We Do
Reliance Matrix delivers employee benefits, absence management and workforce productivity solutions through the financial stability of a top-rated insurance carrier, the agility and innovative spirit of a Third Party Administrator (TPA), and the daily commitment of thousands of team members across America. Where larger competitors offer size, we inspire confidence and long term engagement through integration, reliability and dedication to providing customized solutions. Reliance Matrix innovates and provides technology-driven absence and benefit solutions that enable employees and employers to manage time away from work. We help employers attract and retain valuable human capital through thoughtful, inclusive benefit programs delivered with care. We bring top-tier regulatory knowledge and cutting edge technology to help optimize workforce productivity and compliance. We offer a seamless member experience customized to each individual’s need and event. We integrate our solutions and expertise with leading HR technologies to ensure accuracy, efficiency and a superior customer experience. We are a proud member of the global Tokio Marine Group, one of the oldest, largest and most respected insurance organizations in the world. In the business hierarchy, human capital is the most precious of assets. Reliance Matrix delivers comprehensive, integrated solutions and services to attract, protect and help optimize an employer’s work force in a changing, challenging world
