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Lead Systems Support Technician (Johnston, RI)
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.
Essential Duties & Responsibilities:
- Respond to client requests for technical support via phone, email and ticketing system.
- Perform routine maintenance, software updates, and systems monitoring to ensure optimal performance.
- Offer technical expertise for resolving advanced technical issues.
- Manage escalations and collaborate with higher-level support teams.
- Develop and maintain documentation and knowledge base articles.
- Work closely with team members to escalate complex issues, while maintaining ownership of client communication.
- Coordinate tasks and projects with other departments, as necessary.
- Participate in project-based activities, outside of support responsibilities.
- Travel to remote office locations as necessary.
Education:
Bachelor's degree in Computer Science, Information Technology or related field preferred. Additional appropriate experience or training may be considered in lieu of a degree. Relevant certifications (e.g., CompTIA A+, Network+, Security+) are a plus.
Experience:
5 or more years’ experience in IT technical support roles. Experience with a variety of operating systems, software applications, and network systems. Experience with Managed Service Provider (MSP) tools and systems. Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring & Management) tools such as ConnectWise, Autotask, or similar platforms.
Skills & Knowledge:
• Proficient in the use of, configuring, and support of Windows client operations systems,
as well as exposure to common non-windows devices.
• 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.
• 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.
• Ability and willingness to independently learn and apply new technology.
• Strong problem-solving skills, including ability to analyze complex issues, find the root
cause of the problem and consider a wide range of alternatives before acting.
• Ability to work independently and interact professionally and effectively in a team.
• Occasional need to position oneself to reach small spaces to work on equipment and
the ability to lift/move up to 40 pounds.
Salary Range: $66,600 - $106,400 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.
AIPSO is an equal opportunity employer. To this end, all employment related decisions are made on a non-discriminatory basis and in full compliance with federal, state, and local laws prohibiting discrimination in employment.
This is a non-management position
This is a full time position