Helpdesk Technician Position Available In Wake, North Carolina

Helpdesk Technician 3.5 3.5 out of 5 stars Raleigh, NC 27612 • Hybrid work About Us At North Carolina Farm Bureau Insurance, we take pride in our strong, community-oriented roots that began right here in North Carolina. In 1953, our company was born out of the need to provide insurance coverage to our farmers and rural communities. Now, with local offices in each of the 100 counties, we provide services to all North Carolinians across the state. Here at NCFB we are a familiar face in the community with a service oriented mindset that truly sets us apart. Guided by our mission, we are deeply committed to both our neighbors and employees. Helping you is what we do best! If you are passionate about making a meaningful impact and value a people-centered culture, we invite you to join us! About the Role Responsible for providing superior customer service and remote technical support for software, hardware and network problems by performing question/problem diagnosis. Technicians guide users through step-by-step resolutions in a call center environment; clearly communicate technical solutions in a user-friendly and professional manner. Escalation of more complex problems to Workstation Specialist, Management, and/or another appropriate technical support groups in a timely manner will be required. Responsibilities also include user password management, installation and/or troubleshooting of applications, printer connectivity, and minor end user training. Education and Experience Two years of experience working as an IT Helpdesk Technician or in a similar customer support role. Certifications are a plus, but are not required. Required Skills and Abilities Extensive knowledge of Windows based operating systems as well as familiarity with Linux based operating systems is required. PowerShell Scripting Strong verbal communication and customer service skills are required. Passion for problem-solving and customer service. Basic Active Directory Administration skills are required. Ability to support Mainframe 3270 sessions via macros is strongly encouraged, but not required. Understanding of networking equipment functionality is required. Ability to work on multiple projects and reprioritize as needed. Basic computer troubleshooting skills and the ability to distinguish between hardware and software problems. Location & Commitments A hybrid work from home schedule is available for this position. Responsibilities of the Role Identify, diagnose, and resolve first and second level technology-based problems for all corporate users, in a call center environment. Clearly communicate technical solutions and instructions in a user-friendly and professional manner. Ensure that the ACD call queue is responded to in a timely manner. Monitor, resolve and update IT Service Desk Management system. Work on various special projects as needed. Prioritize and schedule problem resolution. Escalate problems to Supervisor when required. Serve as a liaison between IT Support and end users when needed. Adhere to and help enforce corporate IT security policies as well as other corporate. Other duties as assigned by Supervisor. This document is intended to outline the essential responsibilities of the position, and does not limit the tasks that may be assigned or amended by the supervisor.

Job Type:

Full-time Pay:

$21.63 per hour

Benefits:

401(k) Dental insurance Health insurance Health savings account Life insurance Paid time off Professional development assistance Retirement plan Vision insurance

Schedule:

8 hour shift

Work Location:

Hybrid remote in Raleigh, NC 27612