Job Summary:  

The Technical Support Engineer I provides technical support and maintenance to end-users within the organization. The person will troubleshoot problems (in person, by telephone, or via e-mail) in a timely and accurate fashion and provide end-user assistance as required.

Essential Duties and Responsibilities:

• Receives and responds to incoming calls, and e-mails regarding all company supported applications.
• Fields basic problem tickets from end-users to resolve software and hardware (desktop/laptop) issues.
• Perform password resets.
• Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware (including printers/peripherals) and software in order to deliver required service levels.
• Resolves basic issues with associated end-user and server related workstation software products.
• Performs on-site analysis, diagnosis, and resolution of desktop problems for end-users, and recommends and implements corrective solutions.
• Responds to and completes manager requests regarding moves, additions, and changes.
• Records and documents the problem-solving process.
• Assists other team members as needed.
• Be available for off-hours and weekend work, as needed.
• Communicates with co-workers, management, clients, vendors, and others as needed in a courteous and professional manner.
• Maintains the integrity of the company and products offered by complying with federal and state regulations as well as company policies and procedures.
• May perform other duties and responsibilities as assigned.

Job Qualifications:

• High School Diploma or equivalent. Associates or bachelor’s degree preferred.
• Certifications related to CompTIA and or Microsoft.
• Some exposure to the IT technology field and be familiar with the basic concepts in desktop computer support.
• Required to lift and/or move boxes/equipment weighing 10 to 25 pounds.
• Required to bend, stoop, kneel or crawl occasionally.
• 0 to 2 years of relevant experience.
• Familiarity with 3 technical platforms that are utilized in the Technical Support function, such as Windows OS, Networking, SIEM, End Point Protection, PAM, Storage technology, Firewalls and End User Cyber Security Training.

Key Competencies:

• Proficiency with Microsoft Office programs required.
• Demonstrated customer service focus / superior customer service skills.
• Excellent communication and interpersonal skills.
• Results driven with strong problem solving and analytical skills.

General Information:

All employees must pass a pre-employment background check. Other checks may be needed based on position: driving history, credit report, etc.

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

Heritage Insurance Holdings, Inc. is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.