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IT Technical Support Specialist 1 - TEMPORARY (26441) Print
Employer: Sammons Financial Group
Location: Sioux Falls, SD 57108
Employment Type: Temporary

Accept requests from Sammons Financial Group (SFG) member company employees that are experiencing problems with computer devices, hardware, software, and printers.  Monitor and work the Incident Management queue and update the request.  This includes receiving, prioritizing, documenting, and actively resolving customer requests.  Provide prompt quality customer service for resolving, installing, configuring, diagnosing, repairing, and maintaining IT assets for our staff as well as providing in-person, hands-on assistance when required.  Provide resolution or customer feedback within the publish SLA times for each request.  Fulfillment of on-call responsibilities.

Essential Functions:

  1. Provide excellent customer assistance to employees while resolving requests within the appropriate timeframe, or updating the customer and ticket with the reason for any delays. 

  2. Responsible for the smooth and efficient handling of incidents from the Service Desk including acknowledgement, client communications, documentation, and resolution.

  3. Perform on-site analysis, diagnosis and resolution of hardware problems, recommend and implement corrective solutions.

  4. Works effectively with the Service Desk as well as other technical support team members.

  5. Deploy and maintain equipment according to company hardware/software standards.

  6. Work autonomously and exercise independent discretion when resolving escalated incidents; possess the knowledge and ability to determine when it becomes necessary to escalate incidents to a higher technical specialty.

  7. Acquire, install, support, repair, and coordinate the configuration of IT assets.

  8. Responsible for accurate and complete documentation of instances of hardware failure, repair, installation and removal.

  9. Conduct research on and make recommendations for hardware products to be purchased within established guidelines.

  10. Provide second level support for complex technical issues.

  11. Responsible for the ordering and purchasing of equipment; PC’s laptops, monitors, printers, and miscellaneous hardware.

  12. Recommend, schedule, and perform hardware equipment improvements, upgrades, and repairs.

  13. Keep workstations up to date with regards to Microsoft security updates, and Virus protection updates, and document that they are up to date.

  14. Responsible for asset management tracking in order to maintain an accurate record of all hardware and software.

  15. Provide feedback on the effectiveness of supporting system methods and procedures; identify and recommend improvements to the client environment and supported applications.

  16. Maintain an understanding of SFG applications and how they perform.

  17. Manage time effectively with team, peers, and management.

  18. Communicate effectively and have strong organization, written, oral, and interpersonal communication skills.

  19. As stated within the Company Attendance and Punctuality policy, regular attendance is required and expected in order to meet the business service levels and workflow demands.

  20. Provide after hours support for SFG employees and off shore clients.

--Associates Degree preferred in the field of Computer Science; Microsoft or other technical certifications are desirable and are considered a plus
--1 to 3 years of experience in a Technical Support environment
--Must be task oriented and able to work directly with SFG employees without direct supervision
--PC hardware and software problem resolution skills
--Proficient in Microsoft Office applications
--Knowledge of Windows Operating Systems, networking protocols, hardware and software installations and repairs
--Excellent verbal and written communication skills
--Professional telephone demeanor and excellent listening skills
--Ability to maintain a high-level understanding of the SFG network infrastructure, how SFG apps function within it, and how these apps work and interact with other systems.
--Ability to work with various personality types and effectively with individuals at all levels of the organization
--Strong attention to detail, analytical skills and excellent customer service orientation
--Ability to work independently with a team setting and also on a geographically-dispersed team
--Ability to analyze and troubleshoot technical service issues in order to provide appropriate turn around
--Ability to work in a high performance, fast-paced environment, while meeting required turnaround time standards
--Ability to independently research issues related to desktop computing and apply solutions to production problems
--Ability to understand the workstation cabling schemes of the site and how to troubleshoot potential cabling/connectivity problems

Contact Information

Sammons Financial Group
5400 S Solberg Avenue
Sioux Falls, SD 57108

Other Information

Category(s): Information Technology, Technical
Industry: Insurance
Experience Req.: Yes
Degree Req.: No
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About this Employer
Sammons Financial Group
Sioux Falls, SD
Don't just work for a company...

Sammons Financial Group is a privately-held company, owned by Sammons Enterprises, Inc., an Employee Stock Ownership Plan company (ESOP). Because of our unique ownership, our employees are highly engaged in our business, focusing on long-term success rather than short-term earnings pressures. As an employee, the decisions you make have a real impact on the company's success. This can add to the value of your retirement as a participant in the ESOP and help you build your own future. Our culture and the Employee Stock Ownership Plan make us unique in the financial services industry.

Who we are

Sammons Financial Group (SFG) is a holding company of several successful financial services member companies offering a variety of financial products through multiple distribution channels. Our products include fixed and variable annuities, life insurance, bank, corporate, and credit union-owned life insurance, and retirement products. Sammons Financial Group includes the following companies and operating units:
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