Brief Description Position Purpose: Provide client centric, technical support to internal colleagues. Deploy and manage end user computing resources. Monitor end-user ticketing system and answer inquiries. Analyze, diagnose and troubleshoot problems in end user hardware and software systems. Assist in Move/Add/Change requests for users. Assist with creation and maintenance of documentation for user education. Essential Functions: “Wow!” our users by delivering prompt, professional and thorough solutions to their IT needs and to the demands of our growing business. Provide 1st level support to all employees, local and remote. Know when to escalate to other IT teams as needed. Support a wide breadth of end user software including, but not limited to, Office365, Active Directory, Windows, Mac OS, IOS and Adobe. Follow documented processes to deliver outstanding employee onboarding experiences. Execute off-boarding processes with a critical eye on details. Field end-user service requests which will be generated by email, phone, chat or in-person. Author and publish detailed documentation to satisfy user education or IT Operations needs. Build amazing professional relationships with key internal stakeholders. Become an extension of their teams. Understand and utilize scripts to manage and maintain Zywave systems using PowerShell. Monitor, manage and maintain Zywave end user devices, including mobile device management, using Microsoft System Center Suite, Intune and Jamf. Assist in troubleshooting telephony and conferencing systems based on Microsoft Teams. Completely OWN your domain! Independently resolve critical technical issues promptly, perform root cause analysis, document all issues, and implement steps for future mitigation. Communicate, Communicate, Communicate. Up, Down and Out. Manage deployment of end user devices including laptops, mobile phones and associated peripherals. Support local and remote Zywave employees through text, phone, video, and in-person interaction. Provide limited off-hours support as needed. Special Consideration given to candidates with demonstrable experience configuring and managing complex Intune-based endpoint management solutions. Additional Responsibilities: Improve business processes in coordination with Zywave stakeholders. Assist personnel of other departments as an IT resource. Perform other tasks on projects as needed/assigned. Occasional domestic travel may be required less than 5 percent of the time. Qualification Requirements: At least 3 years of systems support experience, or equivalent combination of education and technical experience. Technical degree and/or certifications preferred. Outstanding written and verbal communication and documentation skills with a service-oriented mindset. Demonstrated organizational, analytical and problem-solving skills. Ability to work in a team environment. Ability to multitask and remain productive in an exciting service-driven and results-oriented environment. In-depth understanding of Microsoft end user technologies. An understanding of the importance of security within IT at an enterprise scale. Proven ability to understand how end user, on premise and cloud-based systems work together and interact Knowledge of ITIL/ITSM process driven support. A+ certification is a plus. Why pick Zywave? Zywave empowers insurers and brokers to drive profitable growth and thrive in today’s escalating risk landscape. Only Zywave delivers a powerful Performance Multiplier, bringing together transformative, ecosystem-wide capabilities to amplify impact across data, processes, people, and customer experiences. More than 15,000 insurers, MGAs, agencies, and brokerages trust Zywave to sharpen risk assessment, strengthen client relationships, and enhance operations. Additional information can be found at www.zywave.com. Show more Show less
