Senior IT Support Technician

Central Insurance Company•Van Wert, OH

2d•Hybrid

About The Position

We’re a team of employees passionate about delivering best-in-class customer service and driving innovation in IT support. Integrity, relationships, and excellence are at the heart of everything we do. Our employees fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do! By joining the team as a Senior IT Support Technician, you’ll play a key role in supporting employees, agents, and partners by resolving technical issues, setting up workstations, and ensuring seamless onboarding experiences. You’ll collaborate with colleagues, contribute to process improvements, and help shape the future of IT support through hands-on problem-solving and exceptional service. If you’re ready to make a meaningful impact and grow your IT career in a supportive, innovative environment, we want to hear from you.

Requirements

High School Diploma or equivalent
Minimum of 1 year of relevant experience
Knowledge of business and customer service and service methods
Skill in understanding written sentences and paragraphs in work related documents
Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
Skill in communicating effectively in writing as appropriate for the needs of the audience
The ability to work independently at tasks that require concentration
Language and communication skills to receive instructions, follow directions, and work both productively and safely

Nice To Haves

Prior IT support experience

Responsibilities

Manage Incoming inquiries and phone calls from employees, agents, policyholders, and vendors Document issue details with correct urgency & priority and escalate to other team members or teams when appropriate
Identify and assess the needs of the customer to provide quality service to all customers
Perform standard procedures such as password resets, telephone delegation, and software updates following established documentation without escalation
Helps create new and update existing support related documentation
Setup user workstations
Ensure Asset information is correctly entered into Equipment Tracking System
On-boarding and off-boarding of employees
Perform installation of software on computer systems
Troubleshoot computer hardware problems and perform break/fix repairs as necessary
Monitor key technical systems and report on metrics such as warnings and alerts
Provide IT and software assistance to other departments as needed
Provide recommendations and analysis on process how processes and procedures might be improved
Assists senior team members and manager to find solutions to new support issues.
Prioritize tasks, work on support projects and meet deadlines defined by manager
Perform other related duties as assigned or related to position