IT HelpDesk Support Technician

ManhattanLife Insurance & Annuity Company • Houston, TX

55d • Onsite

About The Position

ManhattanLife currently has an opportunity for an experienced and professional IT HelpDesk Support Technician to provide on-site support for our Houston, Texas office as a member of our Manhattan Technology Assistance Center (MTAC). In this position, the successful applicant will be responsible for enabling the business through excellent customer service and technical support. The Technician will provide desk-side and remote support to the organization's local end users and work as part of
the larger MTAC team providing support to remote users and other locations. This is an excellent opportunity for the right individual to join an established organization as it continues to grow.

We are looking for a qualified IT HelpDesk Support Technician that will support and maintain computer systems and networks aiming for the highest functionality. The successful IT Support Technician must have a thorough knowledge of desktop computer software and hardware. The ideal candidate will have great troubleshooting abilities, but also know when to ask for help by escalating issues to higher tier IT Team. This role also requires the communication finesse to guide users on the appropriate and safe usage of IT systems.

Requirements

• High School Diploma or equivalent (GED).
• Must possess 2+ years of professional experience with:
• Ticket systems and general IT ticket methodology; ConnectWise Manage experience preferred.
• Remote Machine Management tools; ConnectWise Automate and ScreenConnect experience preferred.
• Documentation systems and best practices around documentation; ITGlue experience preferred.
• Desktop Support for Windows 10/11
• Provisioning End-User equipment
• Hardware support for End-User equipment
• Microsoft Office 365 Suite
• Microsoft Active Directory
• Adobe Products
• Zoom/Cisco WebEx Teams/MS Teams
• Maintain professional attitude.
• Excellent verbal and written communications skills.
• Ability to handle multiple priorities and demonstrate a teamwork attitude in a customer service environment.
• Strong analytical skills, detail oriented, ability to work with minimal supervision, and be highly motivated.

Nice To Haves

• IBM iSeries/AS400
• Apple (iPhone, iPad) / MacOS
• Cisco IP Phone Support
• Cisco Meraki Support

Responsibilities

• Embrace a passion for fast and friendly customer service.
• Provide helpdesk and technical support desk-side, by phone, and via remote access.
• Configure install and update PCs/Laptops. Possess knowledge of how to upgrade hardware modules when needed (RAM/HDD/SSD/CPU/Graphics/etc.). Ensure systems are up-to-date (the latest patches installed).
• Install, configure, and troubleshoot network printers when needed.
• Set up network equipment for remote employees, provide connectivity guidance.
• Evaluate equipment/software/hardware issues. Escalate when needed.
• Ensure endpoints security, including virus, network, and email protection.
• Provide Conference Room Audio/Video/Meeting Equipment Support.
• Efficiently log and categorize support requests in the ticketing system. Ensure timely updates.
• Work with the Global IT Team on new projects and solutions.
• Conduct basic tests of servers, LAN, WAN, and Wi-Fi to ensure availability.

Benefits

• ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans.
• We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED