IT Support Desk Specialist II

THIS POSITION WILL INITIALLY BE BASED IN THE HOME OFFICE LOCATED IN MACON GA WITH THE POSSIBILITY TO TRANSITION TO WORK HYBRID AFTER TRAINING AND CONTINGENT UPON JOB PERFORMANCE.

DESCRIPTION OF ESSENTIAL DUTIES:

1. Assist GFB employees and County Office personnel, primarily via the telephone, in accomplishing their corporate mission by transferring their knowledge and understanding of the technology to the employee for their use in performing their part in providing service to our members.
2. Independently research, resolve and document production problems and questions.
3. Develop support team technical procedural documentation.
4. Send communications to the user community regarding system availability and status.
5. Proactively monitor and troubleshoot as necessary the connectivity between the county offices and the home office to ensure users have access to the data and information they need to service our members. Also troubleshoot user connectivity failures in the home office.
6. Assist with the setup and configuration required to enable system access by authorized users.
7. Assist with hardware/software testing and performance measurements.
8. Must be able to assume the duties and responsibilities of the Support Desk Specialist I position.

OTHER RESPONSIBILITIES/REQUIREMENTS

1. May be assigned to develop technical user documentation as well as Support Desk procedural documentation
2. Keep current on IT systems and infrastructure
3. Track ticket resolution and document results

QUALIFICATION, EDUCATION AND EXPERIENCE REQUIREMENTS: 

A bachelor's degree and 3 years experience as a Help Desk Representative in a technology field or an Associates Degree and 4 years experience in a technology field or a High School Diploma/equivalent and 6 years experience as a help desk representative in a technology field; must successfully attained the 28 hours of study for Customer Service Certification within 60 days of employment; working knowledge of Win7 OS or greater, PC hardware in a LAN/WAN environment; strong knowledge of standard PC application software (MS Office Suite), effective interpersonal skills, excellent verbal and written communication skills required.  Knowledge of GFBMIC communications network and configurations preferred.

 REASONING SKILLS:

Use the software detailed in the Computer Skills section below as well as their knowledge of PC hardware, peripherals, communication equipment to diagnosis and resolve client issues.    The diagnostic process includes probing the caller for appropriate situational data, prioritize the severity of the issue, solve the issue through instructions to the caller or by remoting in to the appropriate hardware device.  The incumbent must through the above techniques identify the root problem, then develop the steps to resolve the problem.  The incumbent may choose to step the caller through the resolution or to acquire access to their PC to resolve the issue. 

If the issue cannot be resolved, follow proper escalation procedures.  For escalated calls, the case will be tracked with the caller throughout the process until resolved.

 COMPUTER SKILLS: 

The Support Desk Specialist II must possess advanced level PC operating system/hardware and application usage skills.

See application list below.

ITSM                                       What’sUpGold                       Remote Support Software

AD Support                             IBM-Netview                         IBM-TopSecret

MS Office                               Terminal Emulation                VPN

GFB In-house developed application software                      Sapiens/SR Product Suite

See hardware list below.

1. Router/Switches/Modem - tier two communication diagnosis.
2. PC - tier two PC (desktop/laptop) component diagnosis. Includes hard drives, monitors/speaker bar, NIC, CD/DVD drives and power supply
3. Printer/Scanner/Fax/Cameras/SmartPhones and other USB devices  

 SUPERVISORY RESPONSIBILITIES:

None.

PHYSICAL DEMANDS/WORK ENVIRONMENT:

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle controls; and talk and hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; and stoop. The employee must regularly lift and/or move up to 20 pounds. Specific vision requirements by this job include close vision and the ability to adjust focus. 

OTHER JOB RESPONSIBILITIES:

On rare occasion, travel to our county offices may be required.  Overnight stays possible.  Some employee development training classes may be required.  These classes are typically taught in Atlanta.  Overnight stays may be required.

In order to drive a company vehicle, the Support Desk Specialist II must have and maintain a valid Georgia driver’s license and maintain a driving record that complies with the underwriting guides for the Mutual Insurance Company.

EOE M/F/D/V AA

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