Systems Support Technician/Sr Systems Support Technician

AIPSO is a management organization and service provider for various insurance industry groups responsible for administering the residual market. We are a national organization that serves local customer needs. Centralization and standardization are key to many AIPSO services because of the inherent economies of scale and other efficiencies. However, our organization is based on customer focus and recognizes the need for flexibility in serving customer groups with diverse interests., * Provide technical support for end users by diagnosing and resolving hardware, software, operating system, mobile device, and network connectivity issues so that end users can accomplish business tasks.

• Configure, deploy, support, and maintain desktops, laptops and related hardware throughout their lifecycle.
• Monitor, assess, respond to and update tickets in the InvGate ticketing system.
• Troubleshoot and remediate issues involving Microsoft Windows, Microsoft 365 applications, printers, peripherals, collaboration tools, and enterprise software.
• Escalate complex incidents to appropriate technical teams while maintaining ownership and ensuring timely communication with customers.
• Administer and support devices using Microsoft Intune, including device enrollment, application deployment, configuration profiles, compliance policies, and endpoint troubleshooting.
• Support user account administration, access requests, and identity-related issues within Microsoft Active Directory and Microsoft Entra ID environments.
• Participate in project-based activities, outside of support responsibilities.
• Coordinate installations/projects with Infrastructure and Operations teams and business stakeholders as needed.
• Travel to remote office locations as necessary.

Systems Administration/Management, Insurance, Customer Relations, Identify Issues, Mobile Devices, Operating Systems, Network Connectivity, Technical Support, Help Desk, Desktop PC, Minimum one year certificate from college or technical school. Bachelor’s Degree (BS) in a related field preferred. Additional appropriate experience or training may be considered in lieu of a degree.

Experience: 3 or more years of related desktop support experience and/or training; or equivalent combination of education and experience.

Skills & Knowledge:

• Demonstrated knowledge in the use of, configuring, and support of Windows client operations systems, as well as exposure to common non-windows devices (i.e. iPhones, Androids).
• Demonstrated knowledge in basic networking and security concepts.
• Strong customer service and interpersonal skills, especially the ability to listen and understand the issue being described.
• Strong communication skills, both written and verbal, including the ability to communicate complex technical subjects to non-technical users of automation tools.
• Demonstrated knowledge in the use of configuring, and support of, standard desktop applications, including, but not limited to: Microsoft Office 365 Suite, SharePoint, Web browsers, Citrix.
• Demonstrated ability and willingness to independently learn and apply new technology.
• Occasional need to position oneself to reach small spaces to work on equipment and the ability to lift/move up to 40 pounds.
• Experience with Microsoft Intune is preferred.

Salary Range: $54,400 - $86,800/$65,000 - $103,800 Annual. Actual salary for this position will be determined by a number of factors, including the scope, complexity, and location of the role as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; internal equity and other conditions of employment.