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IT Support Specialist

Cedar Rapids, IA

Job Information:

TrueNorth, an Insurance and Financial Strategies firm, has an immediate opening for an IT Support Specialist in our headquarters in Cedar Rapids, Iowa. The primary function of the IT Support Specialist is to identify, research and resolve technical problems by providing support to end users on a variety of hardware and software issues, to ensure the successful utilization of new and existing platforms. The role is responsible for implementation and administration of user facing infrastructure software platforms, the creation of user documentation, training guides and troubleshooting processes, as well as managing, distributing and resolving incoming Helpdesk Requests. The role works with divisions to understand technology needs and implement solutions utilizing standard platforms.
The ideal candidate will add to and bolster TrueNorth's unique culture - a fast paced environment that is client focused and results driven. We are built on enthusiasm, entrepreneurship, integrity, communication, proactive problem solving and a genuine passion for serving others.

Responsibilities include, but are not limited to:
  • Provide exceptional customer service
  • Support and travel to remote offices for network and computer support as needed
  • Identify, research and resolve technical problems; respond to telephone calls, emails and personnel requests for technical support
  • Provide escalation and support to Computer Support Technicians on complex or recurring issues
  • Work with end-users and division leaders to understand unique challenges and provide standard solutions utilizing enterprise software
  • Create reports and provide analysis on support ticketing system and recommendations for improvement
  • Engage with the Technology Maximization team as the technical resource for enterprise and divisional initiatives or projects
  • Able to communicate well and present technical concepts and solutions in a user-friendly language
  • Proactively communicate well and present technical concepts and solutions in a user-friendly language
  • Proactively communicate with team and end users on changes to systems and/or issues found
  • Work with Training & Development team on training for new hires, software deployments and system upgrades
  • Work with M&A team for user onboarding and standardization on TrueNorth platforms
  • Administration of technology software platforms
  • Coordinate installation and configuration of new users
  • Install, support and maintain insurance industry specific software
  • Support Remote access applications; Remote Desktop/Terminal Server
  • Troubleshoot and maintain phone system
  • Documents, tracks and monitors technical issues to ensure a timely resolution
  • Documents departmental processes and procedures
  • Reports local and wide area network PC hardware and software problems to network/IT administrators and assists with resolution
  • Ensure hardware and software inventory is up to date and in compliance
  • Orders and tracks technology purchases; communicates with Finance & Accounting departments on allocations of purchases
  • Ability to multi-task and be flexible as well as consistently meet deadlines
  • Organize time in advance so projects are completed on time and with appropriate content and organization
  • Treats clients professionally at all times and maintains positive and professional attitude under pressure
  • Demonstrates the ability to expand knowledge by assuming new responsibility, improving efficiencies in the department and working on department projects
  • Work cohesively within the Technology department to identify, research and resolve technical problems
  • Perform troubleshooting of local and network printer installs
  • Perform other duties as assigned, appropriate to the position

Education & Experience:
  • Associates Degree or Bachelor degree, preferably in Computer Science or a related field, or equivalent work experience, is required
  • Minimum of five years IT Support experience is required
  • Hands-on software and hardware troubleshooting experience with a working knowledge of Microsoft software platforms and OS is required
  • Knowledge of Active Directory and Remote Desktop Services is required
  • Experience with Microsoft Office applications (Word, Excel, PowerPoint, Outlook) is required
  • Experience with MS Project, Visio and Share Point is preferred

Skills & Competencies:
  • Demonstrate the company core values and respect for fellow co-workers, internal and external clients
  • Ability to operate in a fast-paced, energetic environment
  • Strong and professional verbal and written communication skills
  • Excellent organizational and planning skills - must be able to manage projects and time independently
  • Self-motivated and results oriented

We offer a competitive benefit package, wellness incentives

and a positive work culture. Get a glimpse of our culture

through our videos at

TrueNorth is honored to be recognized by Corridor Business Journals as #1 on the 

2017 Corridor Top Insurance Agencies & Brokerages list as well as a Coolest Place to Work!

TrueNorth is an Equal Opportunity Employer. All qualified applicants will receive consideration for

employment without regard to race, color, religion, sex or national origin

Posted 01/05/18

Job ID: 33537884