Lead Systems Support Technician

Lead Systems Support Technician (Johnston, RI) AIPSO is a management organization and service provider for various insurance industry groups responsible for administering the residual market. We are a national organization that serves local customer needs. Centralization and standardization are key to many AIPSO services because of the inherent economies of scale and other efficiencies. However, our organization is based on customer focus and recognizes the need for flexibility in serving customer groups with diverse interests.

Essential Duties & Responsibilities:

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• Respond to client requests for technical support via phone, email, and ticketing system
• Perform routine maintenance, software updates, and system monitoring to ensure optimal performance
• Manage escalations and collaborate with higher-level support teams.
• Develop and maintain documentation and knowledge base articles.
• Work closely with other team members to escalate complex issues as needed, while maintaining ownership of client communication
• Participate in project-based activities, outside of support responsibilities.
• Travel to remote office locations as necessary.

Education:

Bachelor's degree in computer science, Information Technology, or related field preferred. Additional appropriate experience or training may be considered in lieu of a degree. Relevant certifications (e.g., CompTIA A+, Network+, Security+, Azure) are a plus.

Experience:

5 or more years of experience in IT technical support roles. Experience with a variety of operating systems, software applications, and network systems. Experience with MSP tools and systems: Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring & Management) tools such as ConnectWise, Autotask, or similar platforms.

Skills & Knowledge:

• Proficient in the use of, configuring, and support of Windows client operating systems, as well as exposure to common non-Windows devices.
• Strong customer service and interpersonal skills, especially the ability to listen and understand the issue being described.
• Strong communication skills, both written and verbal, including the ability to communicate complex technical subjects to non-technical users of automation tools.
• Knowledge in the use of configuring and supporting standard desktop applications, including, but not limited to: Microsoft Office 365 Suite, SharePoint, Web browsers, Citrix.
• Ability and willingness to independently learn and apply new technology.
• Strong problem-solving skills, including the ability to analyze complex issues, find the root cause of the problem and consider a wide range of alternatives before acting.
• Ability to work independently and interact professionally and effectively in a team.
• Occasional need to position oneself to reach small spaces to work on equipment and the ability to lift/move up to 40 pounds.

Salary Range:

$70,700 - $112,900 Annual. Actual salary for this position will be determined by a number of factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; internal equity and other conditions of employment. AIPSO is an equal opportunity employer. To this end, all employment related decisions are made on a non-discriminatory basis and in full compliance with federal, state, and local laws prohibiting discrimination in employment. This is a non-management position This is a full time position