System Technician II

Description Who are we?

Umialik Insurance Company, a member of the Western National Insurance Group is a private mutual insurance company with over 120 years of experience serving customers' property-and-casualty insurance needs in the Midwestern, Northwestern, and Southwestern United States. Known as “The Relationship Company®,” we define success as a measure of the relationships we’ve built over time. In everything that we do, we know that delivering a friendly and helpful interaction makes for a better experience for everyone involved.

That’s the power of “nice”. At Western National, nice is something we work to bring to every person and organization with whom we partner and serve.

Umialik Insurance Company, a member of the Western National Insurance Group is seeking a System Technician II to join our team!

The individual in this role will have the opportunity to provide a positive customer support experience by ensuring smooth operations of end-user equipment and peripherals.

• Addresses and resolves incidents and requests, logs all incidents and requests, and engages other service desk resources or appropriate resources to resolve incidents or issues.
• Creates a positive customer support experience by building strong relationships through understanding, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Manages user access for new hires and terminations, updates directories / active directory, sets up new user computer and telephone configurations.
• Provides new user desktop support by provisioning both application and new or replacement hardware, troubleshoots network connectivity issues, installs operating systems and non standard applications, and logs all incidents and requests.
• Performs workstation patching deployments and installs system imaging, migration, and / or patches.
• Maintains equipment inventory and replenishes it when necessary; manages licenses and certificates that support our business users.
• Acts as the subject matter expert for at least one type of end-user equipment, peripheral, or software.
• Seeks relevant information and answers to key questions from defined sources.
• Identifies and recommends potential solutions to help solve problems.
• Exceeds our customer experience standards, including responding quickly, maintaining a positive attitude, building rapport, demonstrating empathy, managing the customer’s expectations, using the proper communication channel for the situation, and taking ownership to ensure the customer’s issue is resolved.
• Performs special projects and other duties as assigned.

• Demonstrated ability to pay attention to details.
• Ability to follow processes.
• Demonstrated ability to troubleshoot routine and some non-routine end-user issues.
• Proficient use of various core systems, office and computer equipment, and software packages.
• High school diploma or equivalent.

• Time management skills and the ability to complete projects and assignments by assigned deadlines.
• Demonstrated ability to listen and ask pertinent questions to gain understanding before acting.
• College course work in computer science or work toward computer certification preferred.

The targeted range for this role is $30.63 - $40.43 an hour. However, the base pay offered may vary depending on the job-related knowledge, skills, credentials, and experience of each candidate as well as other factors such as the scope and location of the role. Candidates looking for compensation outside of the posted range are encouraged to apply and will be considered based on their individual qualifications and / or may be considered for other positions.

Western National has long been known as “The Relationship Company®” and caring for our employees is part of that relationship commitment. We value connectiveness, empowerment, and accountability, and we believe that our employees are our biggest asset.

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