Description

We are W3, an independent insurance agency founded in 1925. We have a rich history of providing quality service and unwavering commitment to our clients and community.

In this role you will provide technical assistance to our internal clients who support and serve our external clients.

JOB DUTIES:

• Oversee and perform configuration, installation and upgrading of laptops and PCs.
• Perform test deployments of agency-wide software as new versions become available.
• Resolve and assign requests for PC moves, adds, and changes through helpdesk ticketing system.
• Resolve escalated issues within the helpdesk system. 
• Participate in research and testing of technological solutions that provide efficiency improvements for staff or overall better client experience.
• Perform general PC O/S image deployments.
• General troubleshooting and repair of print devices and print settings. Create tickets for printer repair with outside vendor.
• Prepare laptop and IT equipment to be checked out by staff for outside use.
• Manage tracking of IT equipment inventories through helpdesk system.
• Assist in maintaining of policy downloads through the agency management system and ensure the proper updates to client policy data.
• Create, maintain and distribute reports to staff from agency management system.
• Conduct technology training sessions to staff for continuing education purposes.

This is not an exhaustive list of all duties and responsibilities. Other duties and responsibilities may be assigned, based on Agency needs.

Requirements

• Strong working knowledge of Windows 10/11 with the ability to solve complex workstation issues.
• Strong working knowledge of Active Directory, PC and User management through Group Policy.
• Experience in Azure VDI with Microsoft Remote Desktop
• Excellent customer service skills and the ability to effectively communicate with staff in a variety of job roles.
• Must be proficient with mobile email applications and general setups of Android and iOS devices.
• Experienced with software deployment and distribution technologies.
• Be familiar with Insurance Agency Management Systems and services.
• Support experience with the Microsoft O365 product suite (OneDrive, SharePoint, Teams, Outlook, Word and Excel) and ability to troubleshoot and identify problems and offer solutions.
• Support experience in conversion projects from legacy corporate shared drives to SharePoint
• Set up new employees on email, needed software, and coordinate hardware.
• Troubleshoot network connectivity issues.
• Be familiar with Agency communication systems and services.

REQUIRED EDUCATION & EXPERIENCE:

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.

• Two to four years helpdesk-related experience. 
• MCSA, A or Network or other industry certification preferred.
• Bachelor’s degree completed or in progress, preferred.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands and fingers; speak and hear. The employee is frequently required to stand and walk. The employee is frequently required to reach with hands and arms. The employee must frequently lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT: This job operates in a professional office environment. The overall noise level in the work environment ranges from low to moderate.

REPORTS TO: Director of Information Technology

POSITION TYPE: Non-Exempt

OTHER: The candidate offered this position will be required to submit to a background investigation, which includes a drug screen. W3 does not sponsor individuals for employment-based visas for this position.

GREAT REASONS TO WORK AT WALLACE WELCH & WILLINGHAM:

• Competitive compensation plan;
• Great benefits including medical, dental, vision, life & disability;
• Paid Time Off;
• Paid Holidays;
• 401(k) with employer match;
• A culture that emphasizes respect for every individual;

Proud to be a EOE/DFWP/SFWP.