Technical Support Specialist

Position Summary: We are seeking a skilled and proactive IT Technician to support, maintain, and improve our organization’s IT infrastructure. The ideal candidate will troubleshoot hardware and software issues, assist users with technical support, and ensure systems run smoothly and securely. This role plays a critical part in ensuring business continuity and supporting our compliance with IT policies and best practices.

Supervisory Responsibilities:  None

Essential Tasks:

• Diagnosing and troubleshooting technical issues across hardware, software, and network systems
• Providing step-by-step guidance and walkthroughs to customers and team members
• Install, configure, and perform minor repairs on computer hardware and software systems
• Helping customers diagnose technical issues in person or remotely
• Deliver remote and on-site technical support to end-users.
• Maintain optimal functionality of computer systems and related technologies.
• Support software updates, maintenance, and troubleshooting.
• Work with Windows operating systems, including setup, maintenance, and troubleshooting.
• Create and update internal process documentation and knowledge base articles.
• Collaborate with third-party vendors for support and service delivery.
• Manage technical support cases via phone, email, and ticketing systems.
• Assist with system and software evaluations, including analyzing requirements and recommending improvements.

Core Competencies:

• Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
• Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
• Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
• Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
• Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
• Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
• Dependability: Acknowledgment of the importance of being present and punctual.
• Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
• Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
• Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment

Experience and Education:

• Associate’s or bachelor’s degree in IT, Computer Science, or related field preferred; relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.
• Prior experience working on a Helpdesk, in IT, or similar technical function.
• Experienced in multitasking, prioritizing, and managing time effectively.
• Experienced in escalating unresolved issues to higher-level support teams or third-party vendors when necessary.
• Skilled in professional written and interpersonal communication, with a strong ability to convey complex technical information clearly and effectively to non-technical audiences, ensuring understanding across all organizational levels.

Licensing and Credentials: 

• Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus. 
• A Property and Causality Insurance License is to be obtained within three months of employment 

Systems: 

• Proficient with Microsoft Excel, Word, PowerPoint, and Outlook 
• Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) is a plus. 

Physical Requirements:

• Ability to lift twenty-five pounds
• Repeated use of sight to read documents and computer screens
• Repeated use of hearing and speech to communicate on telephone and in person
• Repetitive hand movements, such as keyboarding, writing, 10-key
• Walking, bending, sitting, reaching, and stretching in all directions

Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Higginbotham Insurance Agency, Inc., and our partners, will not accept unsolicited potential placements from any source other than directly from the candidate or a vendor partner under MSA with Higginbotham.  Please do not contact our team members or send unsolicited potential placements.