Help Desk Technician Level 1

Oklahoma Farm Bureau Insurance Company•Oklahoma City, OK

4d•Onsite

About The Position

Plans, coordinates, and implements various Help Desk activities and functions by performing the following duties. This role involves supporting the Help Desk call center, troubleshooting software, hardware, and printer issues, and maintaining system information. The position requires active participation in documenting support issues, installing hardware and software, and contributing to computer operations. Additionally, the role involves coordinating with other departments on special projects, adding Knowledgebase articles, and participating in an after-hours/on-call rotation, including evenings and weekends. The Help Desk Technician Level 1 is responsible for answering support calls and emails during specific off-hours and must respond promptly to all inquiries. Additional responsibilities may be assigned as needed, and the role supports the organization's quality program.

Requirements

Associate's degree (A. A.) or equivalent from two-year college or technical school; and/or any related experience and/or training; or equivalent combination of education and experience.
Strong understanding in one of the following areas: workers’ compensation, liability and disability claims management
Working knowledge of common operating systems and software applications.
Excellent account rounding ability
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Analytical and interpretive skills
Strong organizational skills
Excellent interpersonal skills
Excellent negotiation and facilitation skills
Ability to work in a team environment
Ability to handle conflict and confront challenging issues in a fast work environment
Ability to meet or exceed Performance Competencies
Worker is expected to maintain regular attendance.

Responsibilities

Set up computers.
Prepare system build checklists and delivery reports for all computers.
Participate in the Help Desk call center.
Troubleshoot software, hardware, and printer related issues.
Use the Help Desk ticketing software, Invgate, to document all support issues and log all calls.
Install hardware and software on computers as needed.
Help maintain up to date information in Active Directory.
Assist with computer operations, including running mainframe jobs and printing.
Coordinate with other departments regarding special computer projects, new equipment replacements, etc.
Add Knowledgebase articles in Invgate.
Participate in weekly after hours/on call rotation.
Support company events during and after normal business hours.
Be responsible for answering support calls and emails between 5:00pm and 7:30am Monday through Friday plus all day Saturday and Sunday.
Respond to emails and missed phone calls within 20 minutes.
Perform other duties as assigned.
Support the organization's quality program(s).