IT Acquisition Support Level I

Summary
World Insurance Associates is a unique insurance organization offering top products and services from major providers, combined with attentive service from local agents.
Founded in 2011, World is one of the fastest-growing insurance brokers in the U.S. with over 2,500 employees in over 260 offices across North America. We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial and retirement services, and human capital management solutions.
Our rapid growth and market leading presence has created opportunities throughout the state and we offer top talent the choice to work from one of our multiple offices throughout the region.
Position Summary
IT Acquisitions Support Level I must be proficient in basic technical knowledge and be able to take instructions and be guided through some processes. Facilitating seamless integration processes during agency acquisitions, with a strong emphasis on on-site work. Confidently and effectively communicate with users and Level 2 Technicians and Leads to understand problems and explain their solutions. The ideal candidate will be Customer-oriented and patient in their interaction with users who are not technically inclined.
Primary Responsibilities
Provide technical assistance and support for incoming service desk tickets and escalations with issues related to computer systems, software, security and hardware. Effectively respond to tickets in person or over the phone. Document solutions and advise team on training recommendations to cut down on tickets. Train computer users when possible. Communication is a big key in this position.
 

• Proficiency with Windows 10/11, Network & Printer Troubleshooting, and Hardware. Some Active Directory / Azure, if there is Intune & Autopilot, O365 Administrator Console, Exchange Administrator Console familiarity it would be preferred
• Position is remote WFH but requires travel onsite
• Self-driven willing to make calls when needed and able to take direction as well as prioritizing tasks as requested
• Travel to acquisition sites to perform hands-on setup, troubleshooting, and technical decommissions of current network
• Collaborate with on-site teams to ensure smooth technology transitions.
• Provide in-person technical training and support to new team members at acquired locations
• Serving as the first point of contact for employees seeking technical assistance through the helpdesk ticketing system
• If familiar with performing remote troubleshooting through diagnostic techniques and pertinent questions
• Determining the best solution based on the issue through research in past tickets, google and user details provided
• Can see through user ticket detail or lack of and can ask the right questions.
• Walk the employee through the problem-solving process
• Direct/Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services
• Ticket quality over quantity, treat tickets like a detailed work log which in the end provides support to colleagues who may run into similar issues
• Keep IT documentation up to date
• Close helpdesk tickets upon resolution and in a timely manner
• Follow-up and update employee status and information
• Adhere to outlined ticket SLA
• Pass on any feedback or suggestions to support Leads and Management
• Identify and suggest possible improvements on procedures
• 60-70% travel to various regional WIA offices will be required within reason and availability

Skills, Knowledge and Abilities

• Ability to take direction
• Works well under pressure and deadlines
• Work Independently

Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
TO EXECUTIVE SEARCH FIRMS AND STAFFING AGENCIES: 
 World does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered World’s property, and World will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting World’s Human Resources Talent Department.