Helpdesk Technician

ESSENTIAL JOB RESPONSIBILITIES

• Supports and demonstrates IMA’s core values.
• Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
• Manages assigned Help Desk tickets as well as Help Desk Queue to make sure incidents are dispatched or resolved according to SLAs.
• Responds to customer issues via phone, email and computer chat.
• Provides customer assistance.
• Documents customer interactions.
• Escalates issues to the next Tier with the next level of difficulty.
• Follows up with customers to ensure issues are resolved.
• Troubleshoots and triages end‑user desktop/hardware, operating system, and application problems.
• Supports the use and functionality of Microsoft Office 365 applications.

• Associate degree preferred or 1‑2 years’ equivalent work experience in computer‑technology related fields required.
• CompTIA A+ Certification or demonstrated equivalent work experience or certification preferred.
• 1‑2 years’ current Microsoft desktop operating system, mail client and applications experience preferred.
• Excellent oral, presentation, analytical and written communication skills required.
• Exceptional focus on customer service required.

Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost‑effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life.

This role is eligible for the following:

Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre‑Tax Parking Plan, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short‑term Disability, Long‑term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Well‑Being Stipend, Personal and Professional Development. In addition to our robust benefits package, the final offer amounts will depend on a variety of factors, including the candidate’s geographic location, prior relevant experience, and their knowledge, skills, and abilities.

* These benefits do not apply to internship roles.

This Job Description is not a complete statement of all duties and responsibilities comprising this position.

The IMA Financial Group, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, The IMA Financial Group, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.