Associate, Technology Support

Job Title: Associate, Technology Support Location: Highstreet Insurance Partners - Raleigh, NC Job type: Full-Time   Summary Highstreet Insurance Partners is one of the fastest growing independent insurance brokerages in the United States. We pride ourselves on building meaningful partnerships that challenge the status quo while focusing on integrity, respect and transparency. Supporting our national network of entrepreneurs by providing them world-class support is our number one priority. As an Associate, Technology Support with our company, your mission will be to support the operations of the company’s technology platform, internal customer support, and ensuring adherence to the security/governance processes set forth by HSIP leadership.  This role requires strong communication, technical skills and functional knowledge of IT best practices. Roles and Responsibilities

• Provides first line investigation and diagnosis of end user computing issues delivered via Service Desk Ticketing System.
• Responds to a broad range of service requests for IT support and taking action to fulfill requests or provide resolution.
• Identify and diagnose issues and problems to prevent reoccurrence.
• Provides excellent customer service to problem resolution within established SLAs.
• Establishes strong working relationships with internal and external customers, ensuring customer satisfaction by responding to all service requests in a timely and professional manner.
• Contributes to Service Desk Knowledgebase.
• Identifies problems that may be affecting the enterprise and escalate when appropriate.
• Escalate, if needed, unresolved issues to a higher level of support.
• Monitor issues from start to resolution.
• This description is not meant to be all-inclusive and may be expanded or changed at the discretion of our leadership team to align with our goals.

Who You’ll Serve Our Information Technology department serves the entire Highstreet Insurance Partners enterprise.  As such, you’ll be expected to provide support to all our business units, team members, and operational staff.   Who You Are

• Collaborative:  Understands and displays the importance of knowledge sharing within a team setting.
• Work style:  Engage in a highly interactive, collaborative environment devoid of both ego and attitude.  Our team works better together, it values your perspective as well as others and strive to create a safe and enjoyable environment to share ideas – even bad ones.
• Problem solver:  Tenaciously works problems to resolution.
• Timeliness:  Appreciate the urgency and importance of your role and the technology you support.
• Self-development:  Strive for continuous improvement and are open to change and critical feedback.
• Innovative:  Committed to exploring new and innovative technology and to immersing yourself in that pursuit to keep you, our team, and our organization an industry leader.
• Transparency:  Speak frankly and clearly about technology to non-technical team members.

Competencies To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.   Education And/or Experience

• Bachelor’s Degree with an emphasis on Information Technology strongly preferred.
• 2+ years of Service Desk experience within a complex IT environment.

Requisite Skills

• Experience with using a Service Desk Ticketing System, triaging computer related issues, and taking the appropriate action.
• Strong experience with the Windows 10/11 operating systems.
• Experience in the creation and management of user accounts in Azure AD, Microsoft 365, and Exchange Online.
• Strong communication, writing, and documentation skills for contribution to the Service Desk Knowledgebase.
• Technical understanding of DNS, DHCP, AD, Print Management, Group Policy, SMTP, TCP/IP networking concepts and various associated technologies and platforms.
• Exceptional communication skills while troubleshooting technical problems and escalations in order to provide superior customer service.
• Industry recognized certifications preferred.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.

• Moderate stress due to regular deadlines and daily challenges.
• High finger dexterity while typing documents and forms.
• Occasionally lift up to 20lbs.

Work Environment

• Work is done in a temperature-controlled, non-smoking office.
• Position is fully remote, but will need to be located in the Raleigh, NC area.
• Workstations are cubicles with low-medium walls.
• The noise level in the work environment is usually moderate.

Why Work Here?   Highstreet Insurance Partners values and rewards integrity, continuous learning, creativity, transparency and a spirit of service and giving back.

Two or more years of Service Desk experience, strong Windows 10/11 skills, and experience with Service Desk Ticketing Systems, Azure AD, Microsoft 365, and Exchange Online; bachelor's degree preferred.

Key Responsibilities

• diagnosing issues
• resolving requests
• monitoring incidents

Skills & Tools

Service Desk Ticketing System, Windows 10, Windows 11, Azure AD, Microsoft 365, Exchange Online, DNS, DHCP, Active Directory (AD), Print Management, Group Policy, SMTP, TCP/IP

Job Details

• Category: Information Technology
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Raleigh, North Carolina, United States
• Languages: English

About High Street Insurance Partners

An independent insurance brokerage providing support to a national network of insurance businesses. — Industry: Finance