Helpdesk Technician I

<p><strong>ESSENTIAL JOB RESPONSIBILITIES: </strong>include but are not limited to:<strong> </strong></p> <ol> <li>Supports and demonstrates IMA’s core values.</li> <li>Values and understands the importance of diversity, equity, and inclusion among all IMA associates.</li> <li>Manage assigned Help Desk tickets as well as Help Deck Queue to make sure incidents are dispatched or resolved according to SLAs.</li> <li>Respond to customer issues via phone, email and computer chat</li> <li>Provide customer assistance</li> <li>Document customer interactions</li> <li>Escalate issues to the next Tier with next level of difficulty</li> <li>Follow-up with customers to ensure issues are resolved</li> <li>Troubleshoot and triage end user desktop/hardware, operating system, and application problems</li> <li>Support the use and functionality of Microsoft Office 365 applications.</li> </ol> <p><strong>REQUIRED EXPERIENCE AND SKILLS: &nbsp;</strong>include but are not limited to:<strong> </strong></p> <ul> <li>Associate degree preferred or&nbsp;1-2 years’ equivalent work experience in computer technology-related fields required.</li> <li>CompTIA A+ Certification or demonstrated equivalent work experience or certification preferred.</li> <li>1-2 years’ current Microsoft desktop operating system, mail client and applications experience preferred.</li> <li>1-2 years’ experience working in help desk roles required.</li> <li>Excellent oral, presentation, analytical and written communication skills required.</li> <li>Exceptional focus on customer service required.</li> </ul><div class="content-conclusion"><p><strong>Compensation &amp; Benefits</strong></p> <p>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:<br>&nbsp;<br>Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, Pre-Tax Parking Plan, 401(k), Life/AD&amp;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, <span data-teams="true">Well-Being Stipend</span>, Personal and Professional Development.&nbsp; 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.&nbsp;</p> <p><span style="text-decoration: underline;"><strong><span data-teams="true">*These benefits do not apply to internship roles.</span></strong></span></p> <p><strong>Why Join IMA?</strong></p> <p><strong>We’ve built a reputation for putting our associates first</strong></p> <p>What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It’s this unique ownership business model that makes working at IMA so appealing.</p> <p><strong>We work in teams. We sell in teams. We win and prosper as a team</strong></p> <p>We provide support systems and resources that enable each of our associates to focus on what they do best. And as an independent company based in the Midwest, we’re big enough to write business all over the world and small enough to implement your ideas quickly.</p> <p><strong>We are recognized nationally as a leader in our industry</strong></p> <ul> <li>2020-2023&nbsp;Business Insurance Magazine Best Places to Work in Insurance&nbsp;</li> <li>2023 Inc. Magazine’s Best Workplaces&nbsp;</li> <li>2023 Denver Business Journal’s Best Places to Work&nbsp;</li> <li>2022-2023 Connecticut Top&nbsp;Work Places&nbsp;&nbsp;</li> <li>2021-2023 Inc. 5000’s List of Fastest Growing Companies&nbsp;&nbsp;</li> <li>2019-2022 Civic 50 Colorado Honoree Recognizing 50 Most Community-Minded Companies&nbsp;</li> <li>2022-2023 Kansas City Business Journal’s Best Places to Work&nbsp;</li> <li>2021-2023 Charlotte Business Journal’s Best Places to Work&nbsp;&nbsp;</li> <li>2021-2023 Los Angeles Business Journal’s Best Places to Work&nbsp;</li> <li>2021-2023 The Salt Lake City Tribune Top&nbsp;Work Places&nbsp;</li> <li>2021-2022 Puget Sound Business Journal’s Washington’s Best Workplaces&nbsp;</li> <li>2021-2022 Wichita Business Journal’s Best Places to Work, #1 in extra-large&nbsp;category&nbsp;</li> <li>2021 Dallas Business Journal’s Best Places to Work&nbsp;</li> <li>2021 Alaska Journal of Commerce’s Best Workplaces in Alaska&nbsp;</li> </ul> <p>&nbsp;</p> <p><em>This Job Description is not a complete statement of all duties and responsibilities comprising this position.</em></p> <p><em>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.&nbsp; 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. &nbsp;</em></p> <p>&nbsp;</p></div>