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Technical Support Specialist III (6-Month Contract) in Independence, OH at The General® Insurance

Date Posted: 1/4/2019

Job Snapshot

Job Description


Permanent General Companies, also known as 'The General' Insurance Company as seen in national television advertisements, is a rapidly growing company and a leading non-standard auto insurance provider.  

Currently, we are seeking qualified applicants for Technical Support Specialist III (6-Month Contract) in our Information Technology (IT) department.  We offer an employee-friendly and collaborative environment where the right candidate will learn and grow with the company.


Essential Functions

Hardware/Software Support

  • Installs and supports all approved desktop software applications.
  • Responsible for building, maintaining and deploying all computer system images.
  • Responsible for building, testing and deploying all approved software installation packages as well as removal packages for unauthorized/outdated software versions).
  • Assists with hardware & software procurement.
  • Utilizes scripting and automation for repeatable tasks.  Documents all scripts in centralized location for other teammates to use/verify.
  • Conducts periodic visits to remote office locations (as deemed necessary).
  • Ability to gain in-depth understanding of and ability to install and troubleshoot all end-user related hardware (i.e. Laptops, Desktops, Printers, Thin Clients and other peripherals).
  • Assists with and takes ownership of other duties as assigned/necessary for team success.
  • Demonstrates clear understanding of impact related to changes/upgrades/patches to hardware, software and/or company applications.
  • Develops knowledge base articles and user documentation for solutions to common incidents/requests.
  • Responsible for verifying and maintaining accurate inventory asset records (computers, monitors, printers, docking stations, laptops, tablets etc.).
  • Plans & establishes lifecycle replacement schedule and assists with replacements based off of LCR Schedule.
  • Refers major hardware problems to the Desktop Services Supervisor and/or coordinates warranty repairs with vendor for resolution.
  • Adds/removes & provides advanced support of network printers (server & client side).
  • Provides basic telecom troubleshooting.
  • Schedules, coordinates and performs office moves/relocations and deploys/sets up computers for end-users.
  • Demonstrates proper cable management for workstations, to avoid messy appearance and trip hazards.
  • Schedules and assists with obsolete equipment disposals and ensures strict adherence to company disposal policy.
  • Verifies computer system patch levels are current and corrects deficiencies.
  • Monitors and enforces software licensing compliance for Desktops/Laptops.

 Customer Service & Support

  • Provides telephone support for all technical incidents and requests.
  • Promotes the “SERVICE” image of the company IT Department.
  • Exudes a proactive mindset and positive attitude at all times.
  • Answers calls courteously, friendly and promptly, with the goal of answering calls before callers are sent to voicemail.
  • Attempts to close all work orders within 1 hour of receipt.
  • Responsible for promptly checking voicemails, returning calls and creating work orders during normal working hours and after normal working hours, if received while working the on-call rotation.
  • Provides technical support and troubleshoots standard company software via phone, in-person and using advanced remote assistant tools.
  • Works with end users to accurately document in work orders, vital diagnosis information and screenshots related to incidents, to aid in problem identification, appropriate prioritization and escalation.
  • Assigns appropriate work-order priority and due-dates based off of customer needs, business impact and urgency, in a timely manner.
  • Provides frequent updates and documents all communications related to work orders.
  • Assigns work orders to the appropriate team, referring to the Application Responsible Party List and Escalation Process List, in a timely manner.
  • Initiates and follows the System Outage Notification Process and provides frequent updates to affected teams/departments.
  • Utilizes remote control tools in a respectful and confidential manner, in compliance with company policies and procedures.
  • Establishes and adheres to internal and external customer service level agreements.
  • Follows industry best practices for customer interaction, response times, escalation procedures and resolutions.
  • Troubleshoots and resolves break-fix issues of computer software and hardware..
  • Clearly communicates to provide status updates and completion information related to work orders and special projects.
  • Participates in quarterly cross-training sessions for knowledge transfer.
  • Assists with new-hire training for support level skills.
  • Provides input and documentation for creation of policies and procedures, related to Customer Support and work order handling, to ensure polices & procedures are in-line with daily practice and service level deliverables.
  • Runs weekly reports pertaining to Fixed Assets (computers, printers, docking stations, monitors etc.) and provides updates/metrics to IT Support Desk Manager.
  • Manages Active Directory (computer accounts) to ensure systems are in correct OU and removed in a timely manner as applicable
  • Maintains strict confidentiality with regard to protected personal information and understands and adheres to Company's Security policies and procedures.

Job Requirements

Education and Experience

  • Bachelor’s degree from an accredited college or university, with an emphasis in Computer Science, Information Systems, or a minimum of 5 years’ experience in IT support, within a corporate office environment - preferred.
  • Thorough working knowledge of latest business related software and computer operating systems including, but not limited to Microsoft Office 2013, Microsoft Windows 7 & 10, and other current software packages utilized in the work environment.
  • Thorough technical knowledge and understanding of IT terminology, networking and security fundamentals.
  • Must be able to be friendly and be empathetic with customers.
  • Must be a team player and willing to work with others through collaboration and reasoning.
  • Must be detail oriented for purposes of work order logging, problem resolution (root cause analysis), and inventory tracking.
  • Microsoft Certified Desktop Support Technician (MCDST) –
  • ITIL v.3 Foundations certification – required (within 180 days of hire or promotion).
  • CompTIA Security+ certification – required (within 180 days of hire or promotion).
  • Prefer previous experience working with both Dell and HP desktops and laptops as well as Microsoft Surface Tablets.
  • Working knowledge and support of thin client configurations - preferred.
  • Must be able to quickly learn Dell KACE Solution (K1000 and K2000).
  • Prefer working experience with Desktop Virtualization solutions.
  • Experience with desktop/laptop encryption products - preferred