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Supervisor, IT Helpdesk

Confie - 4500 Fuller Dr.   Irving   TX

Posted 67 days ago

Salary: Not Disclosed

Tags: helpdesk ,

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Job Description

Our Company!

Confie and its family of companies - Freeway, BlueFire & others - is one of the top 5 insurance brokers in the United States. We have successfully acquired and integrated over 100 acquisitions since 2008, which defines our credibility! Confie is a builder of companies, every single agency we’ve acquired, we’ve grown. We are proactively looking for bright, talented, and motivated individuals who are goal oriented and excited for career advancement. Be part of this amazing journey and take your career and income potential to new heights! Come Grow With Us!

The Role!

Integrity- We maintain the highest standard of ethical behavior, and do the right thing for the customers and employees.

Commitment- We strive to provide value to our customers, our employees and our company.

Accountability- We hold ourselves to the highest standards of accountability in all our actions.

Respect- We are always mindful to respect our customers, ourselves and each other.

Excellence- We focus on going the extra mile to exceed expectations.

Because we CARE, Confie conducts phone and video interviews to practice social distancing to accommodate the state, local or national guidelines. If you are considered to formally video interview, please consider the following recommendations:

Interviews can be conducted using a laptop or desktop computer with a webcam, tablet or smartphone.

Find a quiet, private, well-lit space, free from possible interruptions.

Position yourself so that you have a neutral background that’s free from distractions.

Test your internet connection to be sure you have a good connection.

Remember it’s an interview, so dress appropriately.

Place your phone on do not disturb.

What Will You Do?

The Role:

Ensure the quality of service and technical support provided by IT Helpdesk department. Service oriented, positive attitude, integrity, communication and customer service skill a Plus.

Support / end users with any IT issues via our ticket system.

Insure you work with in the SLA guild lines that are establish within our company.

Ability to communicate effectively, efficiently, and professionally.

Analyze problems to implement possible resolutions.

Ability to create documentation for new issues in the life of IT.

Understanding of Microsoft Active Directory is a plus.

Understand of Service Now or any other IT Ticket System a plus.

Ticket routing and escalations to backend team like Network, IT-Security, and Infrastructure….

Monitor outstanding issues and communicate with users of current status

Understand special project requirements, collaborate as necessary department heads to ensure project success in a timely manner.

Strong Microsoft Windows 10/, MS Office Skills/ O365

Adapt to a changing work environment as priorities are redefined.

Work independently while maintaining service in a high demand environment.

Remote end user support

Strong customer service and training skills

Strong analytical skills

English fluency is a must

Effectively lead teas and inspire others to achieve goals through innovation, quality and excellence.

Ability to identify strengths and weaknesses of team members and pro-actively assist where necessary.

Encourage team interaction, boost employee motivation and appreciate team contribution.

Assist with task overflow and cover for employees on PTO if necessary.

1-3 years in similar position

ITIL certification, A+ certification a plus

The Perfect Match!

The Perfect Match:

Must have strong Microsoft Windows 10 hands-on experience

Must have strong Microsoft O365 hands-on experience

Must have strong Active Directory hands-on experience

Citrix/iGEL experience a plus

Experience with IT ticketing platforms

Detail and customer service oriented

Must demonstrate good problem-solving skills

Must be willing to work outside normal business hours as needed

Excellent attitude and interpersonal skills

Bachelor’s Degree and/or Relevant Experience

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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