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Technical Support

Technical Support

Forrest T. JonesKansas City, MO, United States
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Technical Support

Forrest T. Jones & Company, Inc., and its affiliates ("FTJ"), provide insurance and insurance related services to clients, corporations, employers and individuals. These services include providing benefits through innovative life and health insurance plans, financial services, and customized insurance products for niche markets.

Position Summary

Responsible for providing the initial response to problems submitted to the Service Desk. Utilizes the knowledge base as well as personal experience to maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals. Documents, maintains, upgrades, or replaces hardware and software systems. Supports and maintains user account information including rights, security and systems groups.

Expectations

  • Serve as Level 1 and Level 2 support for desktop, network, and telephone problems. Act as member of 24x7 service team in this regard.
  • Author knowledge base articles to assist customers in self-service.
  • Exhibit responsiveness and strong service attitude to customers.
  • Provide quality assurance for new technical capabilities prior to delivery to the customer.
  • Log, assign, escalate, and resolve problems reported to desktop support area.
  • Learn the software being used to run the business to be able to assist customers in resolving problems.
  • Proactively seek ways to improve personal productivity.
  • To avoid service interruptions, some work will include : off-first shift, weekend work and on-call services after normal business hours.
  • Performs other related duties as assigned and required.

Competencies

  • Superior written and verbal communication skills
  • Ability to listen and interface with both technical and not-technical personnel
  • Strong desire to deliver quality customer service
  • Motivation to participate as an integral part of a team
  • Display initiative, energy, dedication, and innovation on a regular basis

    • Requisites

  • Associate's Degree in related area or technical training equivalent
  • 1-2 years minimum experience with desktop and server hardware and software support in a business environment
  • In-depth technical knowledge of desktop applications, network operating systems and hardware infrastructure, various desktop operating systems, telephone administration, PC hardware and data communication skills
  • Regularly pursues job-related training courses

    • We offer comprehensive benefits to full time employees including company paid medical, STD, LTD and life insurance; plus voluntary dental, vision, Life / AD&D insurance, 401(k) with company-matching, generous paid time off and much more.

    We encourage applicants of all ages and experience, as we do not discriminate on the basis of an applicant's age.

    ALL OFFERS OF EMPLOYMENT ARE CONTINGENT UPON PASSAGE OF A DRUG SCREEN AND BACKGROUND CHECK.

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    Technical Support • Kansas City, MO, United States