Acadia Insurance (a Berkley Company) · 16 hours ago
IT Support Analyst I
Irving, TX, US
Full-time
Onsite
Entry Level
2+ years expAcadia Insurance, part of Berkley Technology Services, is seeking an IT Support Analyst I to provide day-to-day technical support for hardware and software systems. The role involves troubleshooting, resolving technical incidents, and fulfilling service requests while ensuring customer satisfaction and effective communication.
Property & Casualty InsuranceCommercial InsuranceInsurance
No H1B
Responsibilities
Support Analyst will be logged in at all times to answer calls, and monitor self-service queues and requests
Provide complex and unique technical troubleshooting assistance to customers across all business units
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
Assess situations and recognize when escalation is needed and/or required
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements
Delivery various reports
Develop documentation and customer facing FAQ's
Recommend improvements for quality and consistency
Qualification
Required
Provide day-to-day technical support to customers for a range of hardware and software related systems
Resolve and/or escalate complex and unique technical incidents as well as fulfilling service requests within specified SLA's
Respond to and diagnose problems through discussion with users, which includes troubleshooting, fault rectification and problem escalation
Provide effective and timely resolution of users' problems, queries or complaints
Daily responsibilities encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses
Responsible for outage tasks such as the coordination of widespread severe incident remediation activities
Cross-train other team members and take on a leadership role in various projects
Support Analyst will be logged in at all times to answer calls, and monitor self-service queues and requests
Provide complex and unique technical troubleshooting assistance to customers across all business units
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction
Assess situations and recognize when escalation is needed and/or required
Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements
Delivery various reports
Develop documentation and customer facing FAQ's
Recommend improvements for quality and consistency
Excellent verbal and written communication skills
Excellent teamwork skills
Excellent analytical, reporting and documentation skills
Dedication to customer service
Excellent problem-solving skills including triage and rapid decision making
Ability to logically adapt in any customer service scenario
Ability to manage to resolution a severe and pervasive outage
Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools
Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
Experience working within an ITIL methodology
Preferred
A minimum of 2 years of demonstrated working knowledge of Microsoft Exchange environment
A minimum of 2 years of demonstrated working knowledge of Active Directory administration
A minimum of 2 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting
A minimum of 2 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting
Undergraduate degree in an Information Technology discipline or equivalent combination of education and work experience
Microsoft Certified Professional, A+, and Net+ certifications
Company
Acadia Insurance (a Berkley Company)
Acadia Insurance specializes in commercial property casualty insurance. Our company began in 1992 insuring businesses in Maine.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Simone Grimes, CPA, MBA
Chief Financial Officer
Steve Rich, CPCU
Senior Vice President & Chief Claims Officer
Recent News
2024-03-06
Coverager - Insurance news and insights
2022-06-28
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