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IT Systems Support Supervisor
K2 Insurance Services, LLC
 
Job Location: Harrisburg, PA

K2 Insurance Services is seeking a full-time Systems Support Supervisor to join its IT team at its Harrisburg, PA office.

K2 Insurance, through its affiliated insurance companies and agencies, continues to expand its product offerings and distribution by developing new insurance programs and increasing the number and geographic diversity of its marketing, sales, underwriting, and support staff.

Systems Support Supervisor will supervise the support staff and offer assistance to computer system users. The Systems Support Supervisor will generally track all instances of support by creating and managing IT tickets using ticket-tracking software. They will update and monitor the status of each ticket as users report issues.

IT Systems Support Supervisor responsibilities include:

  • Providing on-site and remote users with technical support, including troubleshooting assistance and problem resolution for PCs (laptops and desktops), printers and other peripherals, PC and server applications, databases, mobile devices, VoIP phones, photocopiers, and remote access.
  • Purchasing desktop hardware, installing software, configuring and setting up PCs, and installing and setting-up printers and other peripherals as necessary.
  • Achieves departmental objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.
  • Confirms program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.
  • Improves existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.
  • Evaluates vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.
  • Level 1 and Level 2 Support for problems identified with systems and network.
  • Participate in technical research and solution development to increase efficiency, maximize reliability and promote innovation.
  • Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
  • Maintains system capability by testing computer components.
  • Prepares reference for users by writing operating instructions.
  • Maintains historical records by documenting hardware and software changes and revisions.
  • Maintains client confidence and protects operations by keeping information confidential.
  • Contributes to team effort by accomplishing related results as needed.
  • Analyze and solve escalated issues with IT hardware and software.
  • Document and advise users on optimal use of technical resources.
  • Log all service interactions and document resolutions.
  • Prioritize support requests to achieve company objectives, escalate critical requests when appropriate.
  • Apply permissions to network directories according to company policies.
  • Leverage resources to meet objectives.
  • Utilize opportunities to learn new skills and technologies.
  • Excellent communication and problem-solving skills combined with strong customer service focus.
  • Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.
  • Other duties as assigned and/or required.

The ideal candidate will have:

  • Degree in business, math, computer science, info systems, engineering or related technical field are helpful, but not required.
  • Certifications such as CompTIA A+, Network+, Security+ strongly preferred.
  • 5+ years experience in customer service operations or technical support.
  • 1+ years supervisory experience, preferably in a Technical Support Supervisor role with proven ability to work effectively with employees at all levels in the organization..
  • Experience and expertise in core technology products such as operating systems, hardware, mobile device management & troubleshooting, email & spam filtering, copiers & printers, mobile devices, etc.
  • Experience with core Microsoft Enterprise Products including; Windows 7 & 10 Pro and Office 365
  • Theoretical and practical knowledge of Domain Management; Group Policy, Active Directory, DNS, WDS, etc.
  • Experience with Hyper-V & VMware Desktop Virtualization or another virtualization technology.
  • Having a working knowledge of common information technologies and systems.
  • Ability to read and interpret documents such as contracts, procedures, instructions, MSDS forms and safety manuals.
  • Excellent communication and problem-solving skills combined with strong customer service focus.
  • Ability to multi-task, making progress on multiple projects simultaneously and providing support as needed.
  • Ability to lift and move objects weighing up to 50 lbs.

K2 Insurance offers the opportunity to join an established company in growth mode. Our pay and benefits program includes competitive salary; bonus plan; medical, dental, and vision insurance with no waiting period; paid time-off in year of hire; and 401(k) with employer match.

Learn more about K2 Insurance Services at http://www.k2ins.com.





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