As a Technical Services Associate Trainee or Technical Services Associate, you will be responsible for providing effective and efficient technical assistant to computer system users.

This is a Binghamton Home Office position.

Description of Duties & Responsibilities:

• Evaluate, prioritize, and respond to incoming requests for assistance from users experiencing problems with hardware, software, networking, and other computer related technologies.
• Participate in training experiences to provide higher level processing support and demonstrate increasing expertise and proficiency. Use available resources to independently research relevant information to develop up-to-date knowledge and continually learn about job related issues and best resolutions.
• Interview users to collect information about problems and lead users through diagnostic procedures to determine source of error. Determine whether a problem is caused by hardware, software packages, company systems, or user error.
• Recognize, research, isolate, resolve, and follow-up on routine user problems. Refer more complex problems to management or technical staff.
• Install and maintain computers, software, telecommunications equipment, and peripheral equipment for users.
• Stay up to date with new hardware and software used. Test software and hardware to evaluate ease of use and effectiveness.
• Analyze and evaluate incident occurrences and make recommendations to management to reduce help line incident rate.
• Log and track calls using problem management database software. Maintain history records and related problem documentation.
• Provide individual training to users as needed.
• Provide back up support to computer operations team as needed.

Required skills & experience of a Technical Services Associate Trainee or Technical Services Associate:

• 1-2 years’ experience in IT or Technical Services required.
• Help Desk experience strongly preferred.
• Position will require working evening and weekend shifts as necessary.
• Basic proficiency with Microsoft Windows/Office Suite required.
• Experience with corporate e-mail applications required.
• Excellent written and verbal communication skills.
• Ability to perform work accurately and thoroughly.
• Ability to pay close attention to detail.
• Ability to prioritize and organize a heavy workload.

Additional Required Skills & Experience of a Technical Services Associate:

• 2-4 years’ experience in IT or Technical Services required.
• Experience with MAC OSX and iOS preferred.
• Industry recognized certification preferred.
• Ability to adapt to change and work under pressure.

Education Required: High School Diploma or equivalent required. Associates degree in Computer Science or closely related field of study is preferred.

Pay Range: $21.40 to $26.25

The starting pay rate for this role is based on a variety of relevant factors, including location, education, experience, and skills.

The level and pay rate for this position will be determined based on factors including relevant skills, experience and other qualifications.

Visa sponsorship is not available for this position

Relocation assistance is not available for this position

Security Mutual is an Equal Opportunity Employer

About SML:

Security Mutual Life is a leading provider of life insurance, accumulation products and retirement-, business- and estate-planning services for individuals, families and businesses. Our innovative products help our clients meet their financial protection needs. Headquartered in Binghamton, New York, the Company was founded in 1886 and is recognized for its longstanding history of financial strength and stability.

We continually invest in technology. Our agents and employees are equipped with the latest tools and deliver outstanding service to our hundreds of thousands of policyholders throughout the United States.

We are committed to our neighbors and communities. Security Mutual and its employees help support a wide variety of community and charitable initiatives and organizations through our donations and service.

At Security Mutual our employees are among the Company’s most valued assets. We offer competitive salary and benefits and our work environment reflects the Company’s core values of trust, respect and integrity.

Federal & State Labor Law Posters: https://www.jjkeller.com/learn/SHRMPDF