Proctor Loan Protector · 8 hours ago
Desktop Support Technician
Daytona Beach, FL
Full-time
Onsite
Entry Level
1+ years expProctor Loan Protector is a company that provides comprehensive insurance products and service solutions for financial institutions. They are seeking a Desktop Support Technician to respond to IT service requests, assist with end user questions, and perform general maintenance tasks on microcomputer environments.
Financial ServicesInsuranceTraining
No H1B
Responsibilities
Process incoming IT service requests
Work assigned desktop tickets. Both onsite and remote
Build out PCs and Laptops for new hires and replacements
Receive Customer requests via phone and email assist with initial trouble shooting and information gathering if request needs escalation to specific teams
Record essential information and open new work orders and update as required. Follow-up with team members to ensure all work is updated
Identify source and impact of problem, provide updates to department maintain updates for the user community through telephone updates, voicemail options or e-mail
Provide customers with appropriate Service Level Agreement (SLA) and IT problem report number
Forward new work orders to appropriate IT departments for servicing
Gather and understand all information for changes and provide synopsis of change to manager sending notification
Provide computer technical support to end users
Independently analyze and solve client PC problems (hardware, software, network access)
Responsible for creating and maintaining current desktop software image and inventory for the IT department
Coordinate all physical user moves with department supervisors
Train and orient new employees in operation of desktop software and hardware interface
Monitor progress of open IT work orders
Run and analyze work order status reports and queries
Proactively work to identify work orders in jeopardy of violating SLA
Have the ability to troubleshoot hardware related problems
Memory Upgrades
Hard drive replacement and re-imaging of hard drives
Video card replacement
System board replacement
Maintain customer relations
Update customer with pertinent work order status changes
Insure all customers’ concerns are addressed
Positively impact IT customer relations by proactively working to identify and address sensitive issues
Follow-up with IT teams servicing problems and communicate problem and resolution to user as well as department (s) associated with the problem
Support Software applications
Microsoft Office
Various Communications products (PCAnywhere, VPN etc.)
Proprietary Applications
Have the ability to research problems through reading documentation
Directly service customer requests that are within the scope of the Desktop Support Engineer
Review practices and procedures of Help Desk and recommend more efficient means of handling and servicing customer requests
Analyze work order repository for patterns
Train IT staff members on Call tracking
Creates and maintains database and spreadsheet files
Qualification
Required
High school graduate
Some college
Computer Experience
Minimum education required
Proficient with MS Office Suite
Exceptional telephone and in person demeanor
Ability to maintain a high level of confidentiality
1 – 3 years experience in a similar position
License or Designation
Preferred
Attending school and in process of obtaining an Associate's or Bachelor's degree in information technology or a business related discipline
Benefits
Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
Company
Proctor Loan Protector
Proctor Loan Protector provides insurance products and services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Mike Cox
Chief Executive Officer
Serf Hernandez
Senior Vice President Strategic Partnership and Sales
Company data provided by crunchbase