IT Support Specialist

This position is responsible for providing technical support and maintenance of the agency's computer systems, software applications, and networks in a timely, accurate, and positive manner. The role ensures that the agency's IT infrastructure runs smoothly, enabling employees to perform their duties efficiently.

• Bachelors degree in Information Technology, Computer Science, or equivalent experience &/or education.
• 2 or more years of experience in IT support, preferably within the insurance or financial services industry.
• Strong understanding of computer hardware, software applications, networking, and peripheral equipment.
• Familiarity with agency management systems (e.g., EPIC) or other insurance-related software is a plus.
• Proficiency in troubleshooting software and hardware issues across a variety of platforms, including Windows and Office applications.
• Training in computer programming and familiarity with MS Office VBA is a plus.
• Working knowledge of SQL is a plus.
• Experience with building RPA applications is a plus.
• Ability to work with computer technology and demonstrate proficiency in MS Office applications and other relevant desktop applications and browsers.
• Strong analytical and problem-solving skills, with a focus on accuracy and attention to detail.
• Ability to prioritize workloads and manage time effectively to meet agency deadlines.
• Excellent verbal, written, and interpersonal skills for interacting with associates at all levels of responsibility.
• Demonstrates a proactive approach to IT issues and strives for continuous improvement in agency processes.

Technical Support & Troubleshooting

• Respond promptly to user inquiries regarding computer hardware, software, networking, and other IT-related issues.
• Diagnose and resolve technical hardware and software issues, including desktops, laptops, printers, and other peripheral devices.
• Provide support for agency management systems (e.g., EPIC) and ensure that the software is properly installed, configured and functioning correctly.
• Assist users with issues related to email, office applications (e.g., Word, Excel), and other relevant software applications.
• Monitor the agency's IT help desk system and address issues in a timely and professional manner.

System Maintenance & Upgrades

• Perform routine maintenance tasks, such as software updates, system backups, and hardware replacements.
• Work with BancFirst IT to ensure that antivirus, firewall, and security updates are installed and properly functioning to protect the agency's network.
• Assist in the installation and setup of new hardware and software, ensuring compatibility with the agency's existing systems.
• Work with BancFirst IT to monitor and maintain agency servers and network infrastructure, ensuring optimal performance.

User Training & Documentation

• Provide training to employees on the use of new software and equipment, ensuring they can use all agency technology effectively and efficiently.
• Create and update user manuals and IT documentation to assist employees in troubleshooting common issues.
• Conduct periodic workshops or one-on-one training sessions on technology usage, agency management systems and IT best practices.
• Assist IT Manager with vendor-supplied training opportunities.
• Assist IT Manager with creating, presenting and maintaining user training documentation.

Security & Data Management

• Periodically evaluate server storage and local user data for customer data being stored incorrectly and report instances to the Technology Manager. This ensures the agency's data is secure, backed up regularly, and can be recovered in the event of a failure or disaster.
• Set up and manage user accounts, permissions, and passwords according to established standards, ensuring that staff have the necessary access levels to perform their tasks.
• Assist in maintaining the agency's compliance with relevant data protection and cybersecurity regulations.

Vendor & Equipment Management

• Work with external vendors to troubleshoot and repair hardware and software when necessary.
• Manage and track IT inventory, ensuring that all equipment is properly documented and accountable in agreement with BancFirst IT records.
• Coordinate with vendors for the procurement of new equipment and software licenses, ensuring budget compliance and agency needs.