Technical Support Analyst

Homesite Insurance was founded in 1997 and was one of the first companies to enable customers to purchase home insurance directly online, during a single visit. Since then, we've continued to innovate rapidly to meet the needs of our customers and their changing expectations.

One thing that's stayed the same since our founding: our commitment to our customers, partners and employees.

Join us on our journey as we continue to grow into a powerful contender in the field of insurance.

The Technical Support Analyst serves as the first point of contact for end user technical issues and requests while providing fast and useful technical support to users. An excellent Technical Support Analyst must have good technical knowledge, be customer service oriented, able to communicate effectively, and manage multiple simultaneous tasks.

This position is assigned to the Service Desk team and reports to the Service Desk Manager.

Essential Duties and Responsibilities:

• Receive, record, and assign technical issues and IT requests to the correct resource(s)
• Monitor and manage incoming calls, ticket queues, problem reports, system generated alerts, and support requests
• Diagnose and quickly resolve a wide range of MacOS/Windows, application, and connectivity problems to avoid downtime. Examples include: local and remote network connectivity, printing issues, login failures, Windows and Mac performance issues, mobile devices, and conference room equipment
• Escalate unresolved issues to the next level of support
• Install, upgrade, and support end user computing devices
• Support and troubleshoot Enterprise applications running on Microsoft Terminal Services
• Deploy and support small, remote office equipment and services
• User account administration
• Maintain accurate asset inventory information

Competencies and Experience

• Bachelor’s degree in the field of computer science or 5 years equivalent work experience
• Able to manage time effectively, set priorities appropriately and deliver excellent customer service.
• Windows/Apple hardware, Windows 10, MacOS, Microsoft Office 365, Outlook, Visio, Project and SharePoint expertise
• Footprints, Jira or Service Now experience a must.
• Excellent troubleshooting, communication, and interpersonal skills
• Familiarity with iOS and Android mobile devices
• Working knowledge of a range of diagnostic utilities
• Knowledge of asset tracking and process.
• Available to participate in an on-call rotation
• Audio visual, video conferencing and telephony experience is beneficial