Senior IT Support Technician

Senior IT Support Technician

Location: Van Wert, OH Work Model: Hybrid Position type: Full time - hourly

We're a team of employees passionate about delivering best-in-class customer service and driving innovation in IT support. Integrity, relationships, and excellence are at the heart of everything we do.

Our employees fully utilize their talents and bring their best selves to work. We believe who you are is just as important as what you do!

By joining the team as a Senior IT Support Technician, you'll play a key role in supporting employees, agents, and partners by resolving technical issues, setting up workstations, and ensuring seamless onboarding experiences. You'll collaborate with colleagues, contribute to process improvements, and help shape the future of IT support through hands-on problem-solving and exceptional service. If you're ready to make a meaningful impact and grow your IT career in a supportive, innovative environment, we want to hear from you.

Key Responsibilities of the Role

• Manage incoming inquiries and phone calls from employees, agents, policyholders, and vendors Document issue details with correct urgency & priority and escalate to other team members or teams when appropriate
• Identify and assess the needs of the customer to provide quality service to all customers
• Perform standard procedures such as password resets, telephone delegation, and software updates following established documentation without escalation
• Helps create new and update existing support related documentation
• Setup user workstations
• Ensure Asset information is correctly entered into Equipment Tracking System
• On-boarding and off-boarding of employees
• Perform installation of software on computer systems
• Troubleshoot computer hardware problems and perform break/fix repairs as necessary
• Monitor key technical systems and report on metrics such as warnings and alerts
• Provide IT and software assistance to other departments as needed
• Provide recommendations and analysis on process how processes and procedures might be improved
• Assists senior team members and manager to find solutions to new support issues.
• Prioritize tasks, work on support projects and meet deadlines defined by manager
• Perform other related duties as assigned or related to position

Required Qualifications

• High School Diploma or equivalent
• Minimum of 1 year of relevant experience

Preferred Qualifications

• Prior IT support experience

Knowledge, Skills, and Abilities

• Knowledge of business and customer service and service methods
• Skill in understanding written sentences and paragraphs in work related documents
• Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Skill in communicating effectively in writing as appropriate for the needs of the audience
• The ability to work independently at tasks that require concentration
• Language and communication skills to receive instructions, follow directions, and work both productively and safely

Total Rewards

Central establishes base pay based on several factors including labor market data and an evaluation of candidate qualifications relative to role requirements. Base pay is one component of a comprehensive total rewards package designed to support employees' financial, health, career, and retirement objectives. Central provides extensive health and wellness benefits to promote flexibility, work-life balance, and long-term financial security. For more information, see Central Insurance Benefits

Work Authorization

Central will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1(including those with OPT or CPT), H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

Equal Opportunity Employer

It is the policy of Central that all recruiting, hiring, training, compensation, overtime, job classification and assignment, facilities, promotions, transfers, employee treatment and all other terms and conditions of employment shall be maintained in a manner which will not discriminate against any person because of race, color, age, sex, national origin, ancestry, religion, marital status, military status, or disability. The applicant should respond to questions on this application in a way that will not divulge such information.