Technical Support Analyst

What started in 1977 as a small, local office offering premium financing has grown to over 600 associates and more than 20 locations across North America. In all we say and do, we work towards our mission of providing solutions, resources, and premium financing for the insurance industry. Since 1977 Over 600 Associates 29 Locations Employee Benefits At the Office Based on your location, we offer parking and commuter benefits programs to help make your commute a little easier. Insurance Benefits Our insurance benefits include medical, prescription, dental, voluntary vision, voluntary life/dependent life, group term life, and AD&D. Supporting Wellness Our wellness program, WellWorks, combined with our Employee Assistance Program (for confidential support), provides support for short and long-term health goals, and any bumps along the way. We also offer gym membership subsidies to support health and fitness goals. Work Life Balance We offer paid vacation time and paid personal leave, in addition to company-paid holidays. Preparing for Your Future IPFS offers a 401(k) with a company match to help set you up for a financially successful future. Company Culture Our associates are the foundation of our company. We strive to make our workplace a great place for everyone. IPFS sponsors company lunches, corporate outings, and even the occasional ice cream truck! Technical Support Analyst Kansas City MO Job Summary As a member of the Service Desk team, the technical support analyst acts as a central point of contact for all IT requests and problems. Facilitates problem resolution by fixing level 1 and some level 2 issues and escalating other issues to higher levels of support. Key Responsibilities Ensure customer satisfaction by logging and assigning an appropriate priority to all calls/requests. Keeps client updated on the status of problem resolution. Identify technology based problems and their root causes, and take responsibility for timely resolution, troubleshooting, and repair using proven tools, resources, and a variety of processes. Responsible for the installation, configuration, maintenance, and troubleshooting of desktop and laptop systems. Initiates escalation as appropriate to ensure management awareness of problems that are severe in nature or that exceed documented targets. Develop written documentation for new and existing procedures. Create and maintain knowledge base of articles used by IT resolver groups and Associates for self-help instructions. Required Skills Extensive knowledge of operating systems, computer/laptop/printer hardware installation and repair. Advanced knowledge of a wide variety of software applications, including but not limited to: MS Office, Outlook, Mobile Computer, Smart Phones/Blackberry, faxing, scanning, and other similar programs. Above average knowledge of computer networking (LAN) and troubleshooting of connectivity issues. Knowledge of service desk and customer service best practices Knowledge of ITIL standards and usage of ServiceNow or equivalent ITSM tool. Excellent communication skills, particularly via phone and email. Dedicated to high quality customer service and a working knowledge of enterprise-wide service delivery procedures. Strong problem-solving skills and inherent decision making abilities Education Qualifications High School Some College #J-18808-Ljbffr IMPERIAL FUNDING CORP