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Technical Support Analyst

Employer
Engle Martin & Associates, Inc.
Location
Atlanta, Georgia
Salary
Not Specified
Closing date
Oct 1, 2019

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Category
Administration / Clerical, IT
Job Type
Full Time
Career Level
Not Specified

Job Details

Job Description

Engle Martin and Associates (a division of Cor Partners) is a leading national independent loss adjusting and claims management provider. We provide a comprehensive line of service offerings including commercial property, casualty, inland marine/cargo, heavy equipment and large loss adjusting, as well as TPA/claims management and subrogation.

We currently have an outstanding career opportunity for a Technical Support Analyst. This exciting role effectively determines and resolves IT support requests for all levels of associates working nationwide. In doing so, we demonstrate core values stated in Our Foundation: Together, we commit to impacting lives and serving with passion.

We’re a growing company that looks for colleagues to grow with us – how far will your talent and dedication take you?

SUMMARY:
The incumbent supports the company’s IT department by troubleshooting and resolving all Tier 1 and Tier 2 IT Support requests assigned to the technician by the EMSD (Engle Martin Service Desk) ticketing system. Technicians must be aware of any consistent, repetitive issues that may require more investigation and/or permanent solutions. In general, technicians must possess the knowledge to troubleshoot basic to advanced hardware and software problems. Technicians must also possess the ability to convey complex technical concepts in a non-technical, user-friendly way.

PRIMARY JOB RESPONSIBILITIES:

  • Supports Tier 1 and 2 service requests and incidents assigned by the EMSD
  • Provide Help Desk Support that includes: Initial problem determination, clear and concise documentation, diagnostics and information capturing, resolution of the incident or problem when possible. Customer status updates and documentation within the EMSD system.
  • Serve as the single point of contact to end users for information technology-related requests
  • Assist the IT manager with reporting, analysis or training and testing tasks
  • Contribute current technical information and best practices to the knowledgebase
  • Knowledge of software/applications supported by EMSD technicians include: Windows XP, 7, and Windows 10, Internet Explorer, Microsoft Office (Word, Excel, PowerPoint, and Outlook), Windows PowerShell, Adobe X, Microsoft Office365, Microsoft CRM, Xactimate, Riskmaster, Sharefile, Olympus, Cisco VPN Clients, Kaspersky Anti-Virus, GFI Fax, ThinPrint, Eyebeam, Pitney Bowes PC Meter, and internal applications on the Emtranet such as Digital Dictation, Photo Report Application, and DTE.
  • Ability to train Jr. level Technical Support Analyst with functions that are more complex
  • Collaborating with Systems Engineer and Network administrator on additional special projects
  • Technicians are required to provide emergency support during the accepted-on call schedule during weekends and weekdays. On occasion, participation may be required in the design, testing, and implementation of new or redesigned applications and/or processes. This may require working after normal support hours.
  • Stays abreast of office and company policies, procedures, and practices; participates in ongoing training and development as assigned or approved to assure knowledge and skills remain current and comprehensive
  • Establishes and maintains positive working relationships with other members of the organization across departments, divisions, and locations; functions as an effective member of the team, assisting co-workers as needed and learning from colleagues and supervisors; supports the goals of the department, division, and organization; participates in special assignments and activities as required or approved; demonstrates initiative in the interest of the client and the organization.
  • Upholds the values of Engle Martin & Associates and the culture espoused by The EM Way, consistently demonstrating professionalism, integrity and the highest standards of ethical behavior and professional conduct; conducts oneself in a manner that reflects favorably on the organization. Maintains the confidentiality of proprietary and sensitive information, exercising sound judgment and discretion in any disclosure of information related to EMA and its endeavors.
  • Adheres to all applicable state insurance regulation requirements and other applicable laws, regulations, and standards.

Job Requirements

QUALIFICATIONS:

2-3 Years recent help desk experience. Windows 7 and 10, Microsoft Office Suite (including, but not necessarily limited to Word, Excel, and Outlook); keyboarding skills (including speed and accuracy); sound written and oral business communication skills, including formatting and preparation of letters, and reports and the ability to clearly and succinctly articulate concepts and findings related to appeals; basic mathematical skills; ability to extract data for analysis and reporting purposes; diplomacy; skills in developing and maintaining strong professional relationships; fine and gross motor skills, as well as mental requirements, to operate of standard office equipment, including personal computer, multi-line office telephone system and wireless communication and computing devices, photocopiers and scanning devices and other routine equipment; time management, prioritization, and organizing skills; excellent interpersonal, customer service, and problem-solving skills; demonstrates teamwork, compassion, and respect toward others in keeping with the EM Way, as well as integrity, adherence to standards of ethical behavior and professional conduct, accountability, open and honest communication, and a commitment to continuous improvement and professional development.

PHYSICAL ACTIVITIES AND REQUIREMENTS:

Require to be on call rotation from 6pm-9pm EST on weekdays and 9am-6pm on weekends. Work can involve lifting and carrying up to 10 - 30 lbs.; frequent standing, sitting, walking, bending, and reaching; occasional kneeling and stooping; operating office equipment; periodic driving likely; visual acuity to prepare, read, and organize detailed hard copy and electronic documents; ability to speak and to hear the spoken word in normal face-to-face, telephonic, and web-based business communications. Willingness to accommodate occasional meetings and work activities that may be scheduled after normal daytime business hours.

WORKING CONDITIONS:

Work is generally performed in a typical office environment, with limited exposure to harsh weather conditions, loud internal or external noise, fumes, or significant temperature changes.

We are an Equal Opportunity Employer offering competitive pay and benefits and an environment where teamwork, ongoing professional development, continuous improvement, and exceptional service are valued and rewarded.

Company

Atlanta-based Engle Martin & Associates, Inc. specializes in commercial loss adjusting and claims management services.  The privately-held firm provides quality claims services to clients through the company's offices located in 47 cities across the United States.  Founded in 1997, Engle Martin supports three distinct divisions:  EMA - Loss Adjusting, EMCAS - TPA/Claims Management, and EMC - Claims Consulting.

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