IT HelpDesk Support Technician

Job Description

Who we are:

Manhattan Life Insurance and Annuity Company was founded in 1850, the Company's longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for over 175 years is a testimony to Manhattan Life’s enduring history, and an indicator of the reliability of our future. Manhattan Life’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide.

Manhattan Life offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Scope and

Purpose:

Manhattan Life currently has an opportunity for an experienced and professional IT Help Desk Support Technician to provide on-site support for our Houston, Texas office as a member of our Manhattan Technology Assistance Center (MTAC). In this position, the successful applicant will be responsible for enabling the business through excellent customer service and technical support. The Technician will provide desk-side and remote support to the organization's local end users and work as part of the larger MTAC team providing support to remote users and other locations.

This is an excellent opportunity for the right individual to join an established organization as it continues to grow.

We are looking for a qualified IT Help Desk Support Technician that will support and maintain computer systems and networks aiming for the highest functionality. The successful IT Support Technician must have a thorough knowledge of desktop computer software and hardware. The ideal candidate will have great troubleshooting abilities, but also know when to ask for help by escalating issues to higher tier IT Team.

This role also requires the communication finesse to guide users on the appropriate and safe usage of IT systems.

Duties and Responsibilities:

• Embrace a passion for fast and friendly customer service.
• Provide helpdesk and technical support desk-side, by phone, and via remote access.
• Configure install and update PCs/Laptops. Possess knowledge of how to upgrade hardware modules when needed (RAM/HDD/SSD/CPU/Graphics/etc.). Ensure systems are up-to-date (the latest patches installed).
• Install, configure, and troubleshoot network printers when needed.
• Set up network equipment for remote employees, provide connectivity guidance.
• Evaluate equipment/software/hardware issues. Escalate when needed.
• Ensure endpoints security, including virus, network, and email protection.
• Provide Conference Room Audio/Video/Meeting Equipment Support.
• Efficiently log and categorize support requests in the ticketing system. Ensure timely updates.
• Work with the Global IT Team on new projects and solutions.
• Conduct basic tests of servers, LAN, WAN, and Wi-Fi to ensure availability.

Minimum Qualifications:

High School Diploma or equivalent (GED).

Knowledge, Skills and Abilities:

• Must possess 2+ years of professional experience with:
  • Ticket systems and general IT ticket methodology;
    Connect Wise Manage experience preferred.
  • Remote Machine Management tools;
    Connect Wise Automate and Screen Connect experience preferred.
  • Documentation systems and best practices around documentation; ITGlue experience preferred.
  • Desktop Support for Windows 10/11
  • Provisioning End-User equipment
  • Hardware support for End-User equipment
  • Microsoft Office 365 Suite
  • Microsoft Active Directory
  • Adobe Products
  • Zoom/Cisco Web Ex Teams/MS Teams
• Preferred additional experience with:
  • IBM iSeries/AS400
  • Apple (iPhone, iPad) / MacOS
  • Cisco IP Phone Support
  • Cisco Meraki Support
• Maintain professional attitude.
• Excellent verbal and written communications skills.
• Ability to handle multiple priorities and demonstrate a teamwork attitude in a customer service environment.
• Strong analytical skills, detail oriented, ability to work with minimal supervision, and be highly motivated.

Travel Requirements:

This position may require light travel within a ten-mile radius from one office location to another as…