Systems Technician II

Job LocationsUS-AK-Anchorage

Overview

Umialik Insurance Company, a member of the Western National Insurance Group, is in search of a Systems Technician to join our team!  This role offers a candidate the opportunity to expand their knowledge and skillset within the area of desktop and end user support. This role will have the opportunity to work with our internal customers to support a variety of technical areas and be the cornerstone of our efforts to provide exceptional customer service.

The ideal candidate will have 3+ years of technical support experience including strong customer service, trouble shooting and communication skills.

Responsibilities

• Provide second level support for end users of desktop computers, peripherals and conference rooms.
• May often be the first point of contact for calls, walk up incidents and service requests.
• Create a positive customer support experience; build strong relationships through understanding, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Log all incidents and requests; address and resolve basic and complex incidents and requests; engage other resources as appropriate to resolve incidents or requests
• Manage user access and create user profiles with appropriate security settings and ensure the user profile is properly managed when changes occur.
• Perform IT focused new hire orientation with Umialik new employees.
• Create and maintain telephone extensions, voice mail, call recording capabilities, teleworker configurations and ACD extensions as appropriate to meet user requirements.
• Create agent accounts for Western National products and systems.
• Provide training and support to end users on use of computer hardware and software and other equipment.  May provide training to less experienced team members.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware and software, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of workstation for a variety of end users.  Recommend and implement corrective hardware solutions, including off-site repair as needed.
• Use, maintain and continually improve an inventory management system for all workstations, monitors, printers, scanners, and other peripheral equipment.
• Lead or participate in the development of business continuity and disaster recovery plans, maintain current knowledge of plan executables, and respond to crises in accordance with business continuity and disaster recovery plans.
• Create and update team and/or end user documentation and knowledge articles.
• Perform special projects and other duties as assigned.

Qualifications

• 3+ years of hands on Technical Support experience.
• Associates degree or equivalent work experience in technical field, college degree preferred
• Experience supporting a Microsoft environment including Windows, Microsoft O365 and other common business applications.
• Advanced technical knowledge of workstation hardware, printers, monitors, internal components, and operating systems.
• Proven experience providing excellent face-to-face technical support for internal customers.
• Excellent verbal, written and interpersonal communication skills.
• Strong attention to detail and solid organization skills.
• Ability to work independently or on team to carry out assignments to completion.
• Ability to meet deadlines, maintain confidentiality and dependability.
• Ability to provide coaching and training of users/agency personnel locally and remotely.
• Ability to coach and train less experienced team members.
• Understanding/experience with virtual desktop (VDI).
• Experience supporting/trouble shooting Citrix.
• Understanding of Microsoft Server (2012/2016) is preferred.

CULTURE AND TOTAL REWARDS:

Currently ranked as the 37th largest private company by revenue in Minnesota (Minneapolis-St. Paul Business Journal), Western National/Umialik has earned accolades year-over-year as an employer of choice and garnered multiple awards for wellness in the workplace including the Wellness by Design Platinum +Green award from Hennepin County and is a mspWellness Champion. Western National was also named a Star Tribune Top Workplace in 2021 and 2022. The company is also consistently recognized as a Wards Top 50 performing property-and-casualty insurance company for its outstanding financial results.

Western National has long been known as “The Relationship Company®,” and caring for our employees is a part of that relationship commitment. Western National values connectiveness, empowerment, and accountability.  Western National offers competitive pay, advancement opportunities, a generous benefits package, a robust wellbeing program, and a commitment to a healthy work/life balance. These attributes are just some of the reasons why nearly half of our employees choose to stay on the Western National team for ten years or more!

Western National offers full time employees a significant Total Rewards Package, including:

• Medical insurance Plan options
• Health Savings Accounts (HSA)
• Flex Spending Accounts (FSA)
• 401(k) Plan (plus company match)
• Wellbeing Program
• Onsite Fitness Studio
• Paid volunteer time
• Time Off – including vacation and holiday pay
• 100% company-paid tuition reimbursement for approved job-relevant coursework and access to The Institutes (Risk & Insurance Education)
• Workplace Flexibility
• Discounts on personal auto and homeowner's insurance
• Paid parental leave
• Profit-sharing bonus
• Other standard employee benefits – including dental insurance, vision benefits, life insurance, disability insurance, and more.

Western National provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.