Senior Support Technician (NE)

Who We Are

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance who has also earned the 5-Star Diversity, Equity and Inclusion (DEI) award from Insurance Business magazine and the WORK180 employer endorsement. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com .

Summary: The Senior Support Technician will serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service and documentation. Expectations may also include serving as an initial consultation point for Support Technicians/Analysts, testing hardware and software changes, and participation and collaborating in projects with additional IT departments. This position will support the end users in all offices.

Essential Duties and Responsibilities:

• Maintain and troubleshoot PC network connectivity in order to provide maximum uptime.
• Setup and test PCs for new and / or existing users.
• Research and make recommendations for new software and hardware as needed.
• Respond to user hardware and software problems.
• Test, document, and assist with corporate initiatives as assigned by Manager
• Assist with management of mobile devices
• Provide support to other technicians within the team.
• Effectively, professionally, and respectfully represents other Technology staff members,
• teams, and their services to the client community.
• Provide support for all Technology products and services. Support may include answering
• questions, troubleshooting problems, teaching or instructing customers regarding software
• or hardware functionality and communicating policy.
• Determine the most effective manner to resolve client's technical issue. Engage in
• research and in-depth troubleshooting to resolve technical issues. Consult with other staff
• when necessary.
• Record required customer and problem information in the corporate Ticketing System.
• Update tickets with appropriate journal entries of activities and closing tickets with
• resolution entered upon completion of the job.
• Resolve all levels of work orders as assigned. Elevate complex and/or high priority
• problems to the appropriate support groups for resolution.
• Verify that suggested solutions effectively resolve the users' problems through verbal or
• email follow up.

Knowledge, Skills, and/or Abilities:

• Thorough knowledge of Windows Operating System
• Thorough knowledge of Microsoft Office Suite (2013, 2016, O365)
• Active Directory/Azure management
• Enterprise level AntiVirus experience.
• Enterprise level VPN experience.
• Enterprise level service desk ticketing experience
• Experience with multiple technologies including operating systems, wireless networks,
• security software, imaging software, and databases.
• Experience with PC hardware build and troubleshooting
• Familiarity with mobile devices (smartphones/tablets)
• Strong customer service and communication skills
• Good attitude and a desire to help others
• Thorough problem-solving skills.
• Ability to train new individuals, transfer knowledge, and assume new responsibilities.
• Dependability

Education and/or Experience:

• BA or BS degree preferred or equivalent experience

Certificates, Licenses, Registration: None

What We Offer

NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.