All Boston Mutual employees who interact with our policyholders, our producers, and our BML associates embrace the principles of our brand and service philosophy. We are all brand ambassadors. Both our words and our behaviors matter. We share a common service philosophy and pride ourselves in living the BML brand promises every day, one interaction at a time.

The following statements represent what Boston Mutual stands “FOR” – it is what makes us different and better in the market we serve.

• We are FOR being a progressive life insurance company dedicated to offering financial peace of mind to working Americans and their families.

• We are FOR providing practical and affordable products designed for those we serve.

• We are FOR making it easy to secure a level of financial protection with a portfolio of products – beginning with life insurance – via enrollment and billing options at the workplace.

• We are FOR providing a personalized customer experience to our policyholders and producers.

• We are FOR acting in the best interests of our policyholders, producers, employees and the communities in which we live and serve – representing the goodness of mutuality in all we do.

We do our best to:

• Demonstrate a desire to assist

• Listen for understanding and respond empathetically

• Explain things in a manner that is easy to understand

• Be knowledgeable students of our business

• Take full ownership to resolve questions and issues

• Be professional, polite and courteous

• Leave our customers and associates “better than where we found them”

The Help Desk Support Specialist reports directly to the Director - Help Desk Services. The Help Desk Senior Support Specialist is responsible for providing Tier 1 technical support for software, hardware and network related issues. You will be the first point of contact for customers seeking technical assistance through phone calls, in person or email. This is an onsite customer service-oriented IT role. We are looking for someone able to interpret and explain a variety of technical support problems and concepts to non-technical users. This role requires you to be a self-starter with a general desire to help others.

The Help Desk Senior Support Specialist is expected to:

• Support customers/employees with technical issues in person, via phone or email

• Respond to our customers/employees in a timely manner

• Train and assist customers on our proprietary and third-party software

• Install, make changes and repair computer hardware, software, printers, AV equipment and other peripherals

• Updating computer hardware & software in accordance with the business’ needs

• Help maintain databases & ensure system security

• Walk end users through problem-solving software & hardware issues

• Routine maintenance of phone, computer systems, computers, printers, scanners, network systems & any other technical equipment

• Administer new user accounts, work email addresses, & access levels to new employees to ensure they have everything they need to work efficiently

• Resolve network related issues

• Fully Document all relevant information including the impact to the customer, problem symptoms and status information in a timely fashion, and assign appropriate ticket priority

• Communicate internally within the IT department and externally with the customer through resolution

• Resolve as many problems and requests as possible without reassignment/escalation and within service desk time parameters, using documented procedures and available tools

• Assist in the development of existing and creation of new Information Technology policies and procedures

• Identify and escalate issues / situations requiring urgent attention

• Maintain inventory for computer hardware, printer and other peripherals

• Stay current with system information, changes and updates

• Complete new hire technical orientations and equipment set up

• Dispose of obsolete equipment

• Coordinate with outside vendors to resolve software and hardware problems

• Inform management of recurring problems

• Administer help desk software

• Train help desk technicians on standard policies and procedures

• Assist with IT related projects for the company as directed

• Respond to change productively and handle other duties as required

Qualifications

Education:

• Bachelor’s degree in Information Technology or a related field (preferred)

Experience:

• 5+ years of experience in IT help-desk or desk-side environment

• Required Competencies: Windows Operating Systems, Microsoft Office Suite, Laptop /Desktop Configurations, Intune and Configuration Manager.

Knowledge Requirements:

• Demonstrated analytical and troubleshooting skills

• Expertise in the Microsoft Office platform of tools including Microsoft Teams

• Experience with Help Desk support tools like ZenDesk or ServiceNow

• Excellent interpersonal and customer services skills and the ability to effectively build and extend relationships

• Ability to prioritize competing priorities and multi-task a variety of requests simultaneously

• Strong verbal, written, and active listening skills

• Ability to work well under deadlines in a changing environment and perform multiple tasks effectively and concurrently

• Experience in creating and leveraging knowledgebase documentation

• Self-driven, highly organized and very effective time management skills

• Knowledge of basic networking comprehension

• Knowledge of Windows Operating Systems, Active Directory, InTune, Configuration Manager, Smart Deploy, LAN, WAN and wireless networks.

• Experience configuring, maintaining AV equipment

• Ability to work a flexible schedule with occasional travel

Certifications/Licensures:

• Microsoft Certifications desired including; Microsoft 365, Microsoft Office Specialist and Microsoft End Point Configuration Manager

• CompTIA A+ and CompTIA Network+ Certifications required

Boston Mutual is an equal opportunity employer, and does not discriminate on the basis of race, color, age, religious creed, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, disability, military service, veteran status, family status, pregnancy, or any other characteristic protected by federal or state laws. Boston Mutual is a drug-free workplace.

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