Tech Support Agent

Analyzes moderate to high complexity application issues using intermediate knowledge of industry, business operations, business products, business process, data, architecture, vendor integration, and application connectivity. Acts as the subject matter expert for local technology needs and acts as advocate for the Liberty Specialty Markets organization Utilizes superior communication and technical troubleshooting skills to provide an exceptional customer experience Collaborates with global service desk level 2 and 3 IT support staff to drive resolution to issues Coordinates third-party support when necessary Participates in project work as required Assists the Facilities team as requires. Experience with incident ticketing systems, workstation management systems and desktop imaging. Knowledge of Microsoft Active Directory, Exchange and SQL Server. Bachelor's degree in Technical or Business discipline preferred, at least three years' experience in IT or related field or an equivalent combination of education and work experience. Requires strong analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Strong customer service skills. Technical aptitude with strong PC literacy skills. Proficiency with Windows Operating Systems. Basic knowledge of a LAN WAN environment. Strong problem-solving skills and decision-making ability. Strong enthusiasm and desire to learn. Work well in a team environment. Strong written and verbal communication skills. Ability to learn and apply technical information in a fast paced, demanding work environment. Effective listening skills. Ability to follow policies and procedures; attention to detail. Self-motivation and organization. Ability to work independently and to assist team members in resolving customer problems. Ability to follow and communicate policies and procedures. Strong technical and or leadership aptitude. Ability to learn and apply new technical information.