Desktop Support Specialist I - SFM Mutual Insurance Companies : Job Details

*Hybrid - 3 days in office 2 days working from home*Desktop Support Specialist I - SFM - The Work Comp ExpertsWork somewhere you love Since 1983, our mission has been to be the workers' compensation partner of choice for agents, employers and their workers. In that time, we've expanded to over 25,000 customers in the Midwest and grown our offerings to include vocational rehabilitation, loss prevention, medical services and more. SFM is unique in that we are small enough that your voice is heard but has all the benefits and perks of a larger employer. We value your opinion, help you reach your goals, and make it easy for you to maintain work-life balance. SFM is committed to creating the best work environment and believes that our exceptional and motivated employees are our greatest strength. SFM emphasizes work life balance, and our benefit package is designed to assist you navigate your work-life journey. Our benefits include:

• Affordable Medical, Dental, Vision Insurance, HSA, FSA
• Traditional and Roth 401(k) plans with company match
• Company contributions to help pay off student loans
• Monthly home internet allowance
• Free life insurance, STD & LTD
• Hybrid work
• Opportunities for annual gainshare bonus
• Pet insurance
• Generous PTO
• 9 paid holidays
• Paid parental leave
• Annual company-wide volunteer day
• Adoption financial assistance

Visit our careers page to learn more about working at SFMThe Role We are seeking a Desktop Support Specialist to configure, administer, and support our information and communication systems while ensuring efficient use of company resources and upholding high standards of professionalism, ethics, and customer service. This role involves providing technical support to end-users for PCs, peripherals, and software, as well as assisting with the procurement of hardware and peripherals. Additionally, the position includes managing printer supply inventories and handling voicemail and telephone system updates for employees. What You'll Do:

• Provides superior customer service, takes ownership of problems, brings forward solutions, is driven to improve process and communication both to the customer and to the team members.
• Provides primary help desk support for PCs, peripherals, and software via phone, email, or in-person. Escalates work orders for other issues to the proper Information Services team member.
• Installs, upgrades, repairs, and maintains Information Services supported equipment including workstations, printers, fax machines, copiers, and network equipment and participates in onboarding and training for new hires.
• Responsible for the installation, configuration, administration, set-up, patching, and support of Microsoft Windows, Microsoft Office, and software applications.
• Responsible for installing, configuring, moving internal VoIP phones, updating the auto attendant system and troubleshooting phone related problems.
• Provides primary support for company issued smart phones and tablets. Researches and assists in contract evaluation for pricing plans and equipment.
• Assists in the procurement of PC hardware and peripherals.
• Develops and maintains documentation that pertains to job responsibilities using the SFM help desk system. This includes items such as common help desk calls, equipment replacement, and the decommission process for retired equipment. Escalates issues as needed to the Operations Manager when SFM employee productivity is impacted for more than two hours.
• Tracks technology assets (computers, printers, phones, etc.), support requests, and purchase information by maintaining records of acquisition dates, warranties, physical locations, repair histories, and work orders using the department's internal tracking software and determines computer equipment that needs replacement. Tracks and maintains inventory of various equipment such asprinter, fax, and copier supplies.
• Areas of key function will include work with the following: Microsoft Windows Operating Systems, Microsoft Office, Dell PCs and Laptops, Microsoft Surface Tablets, HP Printers, Apple iPhone/iPad and Cisco VoIP.
• Maintains software inventory and assists in tracking software licensing and reviews PCs and laptops for proper software licensing.
• Primary technical and account support for web conferencing platform plus telecommuting related technical issues.
• Ensures desktop software updates are performed as needed.
• Stays abreast of the latest developments in the technology and banking industries.
• Provides research, testing and administrative support for IT projects.
• Ensures that equipment is stripped of confidential information and properly disposed of as needed

What We'll Love About You: Education and Experience:

• Associate Degree in Computer Information Systems or other IT related discipline, or equivalent relevant work experience.
• Minimum of one year experience working in a technical support function or similar field, preferred.
• Telecommunications and remote employee support experience, preferred.
• Current certification as an A+ Technician, Network+ Technician, and/or Microsoft Certified Technology Specialist, is a plus.

Knowledge and Skills:

• Knowledge of PC networking.
• Strong trouble shooting skills with the ability to diagnose and resolve hardware/software issues.
• Knowledge of current Windows Operating Systems.
• Knowledge of PC/laptop related hardware.
• Ability to follow directions, understand, and adhere to team procedures and company best practices.
• Strong communication skills including the ability to listen and speak clearly and concisely to customers and coworkers whom have a wide range of technical comprehension.
• Task oriented.
• Must work well with limited direction, maintain confidential information and able to work with diverse business groups.
• Passion for excellence in customer service, safety, and furthering one's own knowledge.
• Displays integrity, respect, and confidentiality.
• Highly organized and accurate with strong attention to detail.

Work Environment and Physical Demands Regular attendance is required. Work takes place in a semi paperless environment within an office setting, using standard office equipment such as computers, phones, photocopies, which requires being stationary for extended periods of time. While performing the duties of this job, the employee is regularly required to talk or hear, and maintain concentration and focus. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms and work with close vision. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Work is performed indoors with little to no exposure to extreme outdoor weather conditions. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. SFM Companies, EEO/AA Employers.