Hardware Help Desk - Full Time

Summary of PositionThe Hardware Help Desk, also formally known as the Infrastructure Services Administrator, will be the primary IT presence in Falvey Insurance Group's Arizona Office, ensuring that local employees experience seamless access to technology resources. This role focuses on maintaining network connectivity, troubleshooting, and delivering responsive support services. Additionally, the administrator will support all Falvey users through the support desk, providing assistance with a variety of technical issues and ensuring efficient problem resolution.

This position is integral to our company's operations and will be full-time, in-office, five days a week. Given AZ office's geographical distance from out Rhode Island headquarters, this individual will work independently and will need a strong work ethic, self-motivation, and proactive communication skills. The position offers growth opportunities, with additional responsibilities in cybersecurity, network configurations, and policy administration as the individual builds their skill set.

Position Functions

The primary responsibilities of this position include:

• Local IT Support: Serve as the primary IT support resource for employees in the Arizona office, ensuring that all hardware, software, and connectivity needs are met.
• Remote IT Support: Secondary IT support resources for all employees ensuring that all hardware, software, and connectivity needs are met as directed by managers.
• Support Desk Assistance: Address and resolve tickets for all Falvey Insurance Group employees, efficiently managing daily support desk requests and providing guidance for any escalated issues.
• Network Management: Monitor and manage network configurations, including hubs, routers, firewalls, and switches, and ensure system reliability and performance.
• Cybersecurity: Support: Contribute to cybersecurity practices, including antivirus software monitoring and user education, in alignment with company standards.
• Hardware and Software Administration: Install, monitor and maintain hardware, software, and all company software programs, such as Office 365, Azure Cloud, and JIRA.
• Documentation and Reporting: Maintain detailed documentation for all IT assets and resolutions, assisting in policy administration and improvement of IT service processes.

Knowledge, Skills, and Abilities

• Proficiency in systems troubleshooting, network management, and various software platforms, including Office 365, Azure Cloud, and JIRA.
• Effective interpersonal, organizational, and presentation skills, with the ability to communicate technical issues clearly and professionally across all levels of the organization.
• Strong problem-solving skills and self-motivated, energetic approach to work.
• Ability to work independently while coordinating effectively with the remote team at headquarters, demonstrating a high level of accountability and responsiveness.
• Familiarity with cybersecurity best practices and willingness to advance skills in this area.

Minimum Requirements

Qualified candidates will possess the following:

• Education: BS/BA preferred (preferably in MIS, Engineering, or a related field.)
• Experience: A minimum of three years of experience in a technical support or help desk role, ideally in a corporate environment.

Physical Requirements

Must be able to sit and work quietly, operate a computer, and communicate on a telephone. Must be able to lift computers, printers, boxes, and monitors - not more than 50 pounds.

Supervisory Responsibilities

No

Working Conditions

Business-casual fast-paced multitasking office environment

Hours of Operation

This position's work hours are Monday through Friday, 9am - 5pm. This position will require occasional weekend work and after-hours follow-up to ensure that all team members can access and utilize systems.

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