IT Support Engineer II, Helpdesk

As the IT Support Engineer I, Helpdesk at Zinnia, you will be the initial point of contact for customers in need of technical assistance. Your responsibilities will include responding to customer inquiries through Slack messages, Emails, and phone calls to gather information about technical issues. You will provide basic troubleshooting for common technical problems such as password resets, printer configurations, and software installations. Additionally, you will escalate unresolved issues to Level 2 and Level 3 support teams and maintain accurate records of customer interactions and resolutions in the ticketing system. Key Responsibilities: - Respond to customer inquiries through various channels like Slack, Emails, and phone calls. - Provide basic troubleshooting for common technical issues including password resets, printer configurations, and software installations. - Escalate unresolved issues to higher-level support teams. - Maintain accurate documentation of customer interactions and resolutions. - Ensure a positive customer experience by providing timely and effective support. Qualifications Required: - Basic understanding of computer systems, networks, and software applications. - Excellent verbal and written communication skills. - Ability to diagnose and resolve basic technical issues. - Strong focus on providing a positive customer experience. - Ability to collaborate with other support teams. - Minimum 3-5 years of experience in customer support or IT helpdesk role. - Certifications such as CompTIA A+, ITIL Foundation, or similar. - Bachelor's Degree in Computer Science, Information Technology, or related field. Zinnia is the leading technology platform for accelerating life and annuities growth, simplifying the experience of buying, selling, and administering insurance products. With over $180 billion in assets under administration, 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders, Zinnia's success is driven by a commitment to being bold, teaming up, and delivering value. Join us in shaping the future of the insurance industry!,