SUMMARY

Assists customers in solving operating problems and systems-related malfunctions with all company operations and automated systems. Act as a liaison in the development and maintenance of system and procedures. Serve as a liaison with outside vendors and external customers that use our systems. Develop or assist in the preparation of user needs and requirements.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Direct system support relative to the activities related to the Support Desk. 
• Responsible for first level support for client operating systems and application software.
• Review changes to existing procedures for Support Desk Manuals, audit all procedures.
• Maintain liaison with all divisions within organization to keep abreast of their needs and concerns. Determine service level agreements with all divisions and assign work to ensure that service level is met.
• Represent the department on task forces and cross-functional teams that impact the Support Desk. Work with Education and Training to determine any weakness in user training and/or in systems.
• Develop and maintain the Support Desk procedures and Knowledge base. Analyze the problems logs to determine need for new procedures or the need to modify existing. Review test results to ensure systems meet requirements.

EDUCATION AND EXPERIENCE 

Relevant combination of education and experience may be considered in lieu of degree.

• Associate or Bachelor Degree in Business Administration, Insurance, or Data Processing is preferred; equivalent (3-5 years) of related business experience.
• A minimum of a MCP certification (Microsoft Certified Processional) is required, MCSE and A Certification preferred.
• 3-5 years of experience in a support center or customer service-oriented environment.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Thorough knowledge of company business software and Support Desk software.
• Excellent organizational skills: ability to work in a team environment; self-motivated and goal oriented.
• Ability to interact with others in a professional manner.

OTHER SKILLS AND ABILITIES 

• Excellent oral and written communication skills.
• Excellent presentation and facilitation skills.
• Demonstrated leadership and project management abilities.
• Ability to make competent, independent decisions.
• Ability and proficiency in the use of computers and Company standard software specific to position.

ADDITIONAL INFORMATION 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. This job description does not constitute a contract for employment.

WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards. 

The qualifications listed above are intended to represent the minimal skills and experience levels associated with performing the duties and responsibilities contained in this position description. The qualifications should not be viewed as absolute standards, but as general guidelines that should be considered with other position-related criteria.

Pay Range - Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market, and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $41,100 and $68,900.

We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

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