Liberty Insurance Brokers - Gainesville, FL
posted about 2 months ago
Full-time - Entry Level
Gainesville, FL
Insurance Carriers and Related Activities
About the position
The IT Helpdesk Technician at Liberty Company Insurance Brokers is responsible for providing technical support and assistance to employees, ensuring customer satisfaction and the proper functioning of technology. This role emphasizes customer service over call center duties, focusing on troubleshooting and resolving technical issues through effective communication and problem-solving skills.
Responsibilities
- Serve as the first point of contact for customers seeking technical assistance via phone or tickets.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Guide customers through the problem-solving process.
- Direct unresolved issues to the next level of support personnel.
- Provide accurate information to customers needing solutions.
- Record events and problems and their resolutions in ticketing logs.
- Follow up and update customer status and information.
- Pass on feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
Requirements
- Proven experience as a help desk technician or in a customer support role with Windows-based operating systems.
- Minimum of one year experience in a help desk role.
- Customer service skills such as empathy, patience, and a cool temper.
- Tech-savvy with working knowledge of ticketing systems and remote support tools.
- Good understanding of computer systems, printers, mobile devices, and basic enterprise technology.
- Ability to diagnose and resolve basic technical issues.
- Proficiency in English with excellent verbal and written communication skills.
- Technical reading and writing skills for understanding and explaining complex issues.
- CompTIA A+ or equivalent certification desired.
Nice-to-haves
- Experience with mobile devices and remote support tools.
- Familiarity with ticketing systems.
Benefits
- Paid holidays
- Paid time off
- Employee wellness and stress relief programs
- Opportunities to give back to the community
