Technical Support Analyst

Responsible for providing first-level technical support to colleagues, troubleshooting basic IT issues, and escalating complex problems. Ensures excellent customer service and maintains support documentation.

PRIMARY RESPONSIBILITIES:

• Respond to incoming support requests via phone, email, or support portal.
• Gather information to understand the nature of the problem.
• Troubleshoot and resolve basic hardware and software issues.
• Assist with password resets, account access, and software installations.
• Create and maintain accurate records of support requests and solutions in a ticketing system.
• Ensure all necessary details, including issue description and resolution steps, are properly documented.
• Identify issues that require higher-level expertise and escalate them to senior technicians or specialists.
• Provide comprehensive information to aid in issue escalation and resolution.
• Adhere to established IT procedures and protocols for issue resolution.
• Stay informed about IT policies and updates to provide accurate guidance to colleagues.
• Maintain a professional and courteous demeanor in all interactions with colleagues.
• Ensure colleagues are informed about the status of their support requests and understand the resolution process.

KNOWLEDGE, SKILLS & ABILITIES:

• Understanding of the Insurance industry and its specific IT needs and challenges.
• Ability to troubleshoot and support specialized software used in the industry.
• Ability to handle sensitive data in accordance with industry-specific requirements.
• Ability to provide industry-specific solutions and recommendations.
• Ability to translate technical jargon into understandable language for non-technical colleagues.
• Ability to align IT support with business objectives and priorities.

EDUCATION & EXPERIENCE:

• Minimum of High school diploma or equivalent; Associate's degree in IT-related field preferred.
• No specific work experience required, but some exposure to basic IT concepts and troubleshooting is beneficial; 1 year of experience in a customer service or IT support role preferred.
• No certifications required; CompTIA A+ or similar entry-level IT certification preferred.

IMPORTANT NOTICE:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract.  The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization.  All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

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The Baldwin Group will not accept unsolicited resumes from any source other than directly from a candidate who applies on our career site. Any unsolicited resumes sent to The Baldwin Group, including unsolicited resumes sent via any source from an Agency, will not be considered and are not subject to any fees for any placement resulting from the receipt of an unsolicited resume.