IT Support

Technical Support Representative

TRANZACT is a leading direct-to-consumer insurance services business, specializing in the distribution of Medicare Advantage, Medicare Supplement and Life & Supplemental insurance policies. Our focus is on leveraging our highly skilled team of over 3,000 professionals to deliver innovative solutions for our insurance carrier partners and provide consumers with a best-in-class experience. We work with some of America's largest insurance brands to attract, educate and connect with consumers. Our diverse team of analysts, writers, engineers, designers, business leads, data scientists and sales professionals all work together to create thoughtful, data-driven and effective marketing, technology, sales and servicing strategies. These efforts have resulted in TRANZACT earning recognition and winning awards from some of the biggest names in the industry. When you become part of TRANZACT, you join a team of passionate people who push for excellence, follow through on commitments, and love to succeed together. Our culture rests on a simple principle – "Be Real" – that means being genuine, keeping your word, and having the courage to make tough decisions. Our "Be Real" values resonate and are meaningful to us. We are entrepreneurial, fast paced and empower our people. We know how to make things happen and know that our people are always the source of our success.

Purpose And Contribution

The Technical Support Representative is the first line of support for all internal desktops, laptops, other device management, and maintenance. He/She is responsible for interacting and supporting all users that are assigned to them so that they resolve all desktop-related issues in a responsible, efficient, and timely manner. This position requires on-call support to perform maintenance activities during non-business hours. This position reports to the Manager of IT Support Services.

Work Hours:

The person in this role is expected to be available for a variety of shifts ranging from 8:00 AM–5:00 PM to 12:00 PM–9:00 PM depending on business needs. Each technician will take turns being on-call, including weekends.

Responsibilities

• Utilize a ticket system for issue/problem response, logging, and resolution
• Provide first-level diagnosis for potential resolution of hardware and software issues
• Face-to-face and phone/remote support with sales agents up to Executive team members
• Manage a fleet of managed MacBooks using JAMF
• Receive and re-deploy employee equipment daily
• Assist with desktop/laptop imaging and audio/visual requests, as needed
• Perform equipment moves or equipment upgrades, as required
• Perform physical repairs for equipment failures
• Execute physical inventories, reconciliation, and record keeping daily
• Process intermediate Active Directory tasks, including terminations and new hires
• Connect new workstations to network and host systems
• Complete any other activities assigned by your manager

Preferred Experience, Knowledge, And Skills

• MacBook use and troubleshooting experience
• Experience with JAMF administration and patching deployment
• Windows OS support experience
• Demonstrated upbeat, positive attitude
• Heightened drive to succeed above and beyond the call of duty
• Experience providing both face-to-face and remote technical support
• Experience supporting a variety of employee roles and departments
• Intermediate knowledge of Microsoft Office Suite (O365) and administration
• Proven experience utilizing Active Directory in multiple scenarios
• Excellent customer service skills

What We Would Love To See

Proven experience working under pressure, requiring high attention to detail and communication. A+ certification

Company Benefits

TRANZACT provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
• Retirement Benefits: Savings Plan with annual nonelective company contribution.

TRANZACT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Qualifications

MacBook use and troubleshooting experience

Experience with JAMF administration and patching deployment

Windows OS support experience

Demonstrated upbeat, positive attitude

Heightened drive to succeed above and beyond the call of duty

Experience providing both face-to-face and remote technical support

Experience supporting a variety of employee roles and departments

Intermediate knowledge of Microsoft Office Suite (O365) and administration

Proven experience utilizing Active Directory in multiple scenarios

Excellent customer service skills