About the Business LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance About our Team Our Customer Support Team is dedicated to supporting our valued customers. You will be working with a supportive and diverse team. We provide excellence in our delivery of service through various channels of support. About the Role The Technical Support Specialist II is an intermediate position provides technical assistance to computer system users and answers questions or resolves computer problems for internal clients involving interaction in person, by telephone, by email, etc. This position is also responsible for diagnosing, troubleshooting, and resolving desktop, laptop, printer, computer hardware and software issues, operating system, electronic mail, and related issues. This is a technical role supporting the Claims Record Unit business that obtains police and fire records on behalf of insurance carriers. The role will be a Hybrid role 3 days onsite. Responsibilities Monitoring, supporting, troubleshooting, and resolving operating issues, including failures and service-level degradation. 3 years Help Desk experience required. Initiating corrective actions to ensure connectivity and minimize downtime, with the overall goal of ensuring availability of the IT environment to employees and customers. Answering internal or external users’ inquiries regarding computer hardware and software to resolve problems. Configuring and setting up workstations and laptops. Advising others on resolution and solutions in issues. Participating in the resolution of end user’s desktop computer issues that may include but not limited to hardware, printer troubleshooting and configuration, installing software and/or hardware peripheral, perform daily backup procedures, liaise with third-party software/hardware vendors for problem resolution, and rollout of new software packages, upgrades, and new desktop hardware. Providing support and technical setup at some trade shows which includes periodic travel. Monitoring, supporting, and troubleshooting the IT infrastructure for operating issues involving failures, degradation, and event correlation using various software and hardware monitoring tools. Requirements Must have software and hardware systems experience. Have a customer service technical environment background. Able to analyze, isolate and troubleshoot complex customer issues and work those issues to resolution. Able to travel less than 25%. College Degree preferred. High School diploma required. Experience with email troubleshooting experience is required. Possess 3 years of customer service in technical contact center environment or equivalent training. Have excellent communication skills to provide clear and concise technical assistance. Be able to multitask and prioritize customer inquiries in a rapidly moving environment. Have customer support to internal and external Customers via phone, email, and chat. Have a keen attention to detail and excellent problem-solving abilities. Learn more about the LexisNexis Risk team and how we work here #LI-AR1 #LI-Hybrid At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120. Please read our Candidate Privacy Policy. RELX is a global provider of information and analytics for professional and business customers across industries. We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients. In short, we enable our customers to make better decisions, get better results and be more productive.