What are the responsibilities and job description for the Technical Support Specialist position at Alpine Intel?
Are you looking for a company who believes in world-class employee culture and focuses on growing YOU professionally?
Alpine Intel is dedicated to innovation across the property, auto, liability, and workers comp insurance fields – helping our customers reach peak performance throughout the policy life cycle. Through our operating brands, HVACi, StrikeCheck, National Fire Experts, Donan Engineering, Component Testing Laboratories, and VRC Investigations, we are respected as the industry leader for our scale and our track record of conducting expert, specialized, and accurate investigations. Headquartered in Charlotte, North Carolina, our team of experienced professionals provides high-quality solutions nationwide. Alpine Intel is looking for bright candidates with a passion for problem solving to join our growing team.
Alpine Intel. Decide Right.
We are currently seeking an Technical Support Specialist to join our growing team in Charlotte NC.
Alpine Intel is seeking an IT Technical Support Specialist to provide IT support in either our Charlotte, NC or Louisville, KY call center office. The candidate must be able to thrive in a fast paced, demanding work environment, as our call center is a critical part of the business. The IT technical Support Specialist will report directly to the IT Technical Support Supervisor.
What Does Alpine Intel Offer You?
- Competitive Compensation Package
- A Diverse & Positive Work Environment
- Professional Development
- Employee Referral Bonus
- Medical, Vision, and Dental Insurance Coverage
- 401K with Match
- HSA and HRA (Employer contributions)
- Paid Parental Leave
- Company Paid Life Insurance
- Company Paid Short-Term and Long-Term Disability
- Tuition Reimbursement
- Paid Time Off and Holidays
Duties and Responsibilities:
Service Desk:
IT Technical Support Specialist will be expected to support our customer via phone, email, web and in person as needed. You will be sitting on the Service Desk answering calls as part of customer support. The IT Support Specialist will be using our ticketing system and be responsible for determining customer issues, entering tickets, updating tickets and ticket is assigned and closed properly. This also includes escalating incidents when considered appropriate and necessary to maintain SLA expectations. The IT Technical Support Specialist will be creating Knowledge articles to assist with troubleshooting and knowledge transfer to team.
Desktop Support:
IT Technical Support Specialist responsibilities are but not limited to, installing, diagnosing, repairing, maintaining, and upgrading end-user devices and equipment to ensure optimal workstation performance. The IT Technical Support Specialist will be expected to meet with the customers on a frequent basis to ensure they are getting what is needed from IT. In addition, the IT Technical Support Specialist may assist engineers on infrastructure issues and projects.
IT Asset Management
The IT Technical Support Specialist role will be expected to assist with Asset management which would include but not limited to building, deploying, receiving devices. The IT Technical Support Specialist will be expected to image, deploy, track and maintain accurate and proper inventory of all IT devices. The IT Technical Support Specialist will be responsible for supporting laptops, mobile devices, printers and all other IT related devices.
Additional Duties and Responsibilities:
- Provide first contact support of incoming requests to the Service Desk via web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
- Prioritize incidents and requests according to defined processes to meet defined SLAs.
- Perform analysis, diagnosis, and resolution of complex computer problems for end users, and recommend and implement corrective solutions, including onsite and remote users.
- Document all support activities in the ticketing system.
- Use all tools necessary (local, Remote and Diagnostic) to aid in troubleshooting, including internal and external knowledge base as needed.
- Create Knowledge articles to assist with troubleshooting and knowledge transfer to team.
- Provide first and/or second line network troubleshooting and escalate and work with network engineers when required.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
- Assist with Asset Management ensuring necessary equipment is tracked, delivered, and inventoried.
- Perform asset imaging of new equipment when necessary, including laptops and mobile devices.
- Ensure all inventory is maintained and accurate with current database.
- Participate in the execution of IT policies and procedures.
- Provision user accounts and perform on/off boarding IT responsibilities.
- Stay up-to-date with emerging technologies and trends in the IT field.
- Assist in developing long-term strategies, tactical plans, and capacity planning for meeting future end-user device needs.
- Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
- Deploy pre-packaged software as needed using automated deployment tools.
- Assist in software releases and rollouts according to change management best practices.
- Record and manage equipment sent to repair depots for equipment under warranty or service contracts.
- Collaborate with LAN technicians/network administrators to ensure efficient operation of the company’s end-user computing environment.
- Prepare tests and applications for monitoring desktop performance, and then provide performance statistics and reports.
- Maintain security patches on all systems.
- If necessary, liaise with third-party support and equipment vendors.
- All other duties as assigned.
Physical Requirements:
- Works in an office environment and uses a computer, telephone and other office equipment as needed to perform duties.
- Noise level in the work environment is typical of that of an office.
- Incumbent may encounter frequent interruptions throughout the workday.
- Will occasionally travel to field/site inspection locations and experience outdoor conditions.
- Regularly required to sit, talk, or hear; frequently required to use repetitive hand motion, handle or feel, and to stand, walk, reach, bend or lift up to 50 pounds.
To learn more about us visit https://alpineintel.com/
Alpine Intel is committed to creating a diverse environment and is proud to be an equal opportunity employer. We are an E-Verify participating employer.
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