Qualifications
ESSENTIAL EXPERIENCE AND SKILLS:• 2-3 years of hands-on experience in an ITIL-aligned IT service management environment.• Outstanding communication skills, both verbal and written, along with strong presentation and analytical abilities.• A deep commitment to customer service excellence.• Ability to collaborate effectively within a team.• Willingness to travel as needed.• An associate degree is preferred.• 4-5 years of relevant experience in computer technology fields is required.• CompTIA A+ Certification or equivalent work experience/certification is required.• CompTIA Network+ Certification or equivalent preferred.• 4-5 years of experience with current Microsoft desktop operating systems, mail clients, and applications is required.• 4-5 years of experience in a service desk or help desk setting is required.• 4-5 years of experience in user account creation and administration is required.• 4-5 years of experience in service desk roles is required.
About the job
PRIMARY RESPONSIBILITIES:
• Represent and uphold IMA's core values.
• Appreciate and advocate for diversity, equity, and inclusion within the IMA team.
• Troubleshoot, diagnose, and resolve desktop, hardware, operating system, and application issues for end users, including identifying desktop application interdependencies and conflicts.
• Manage user account setups, maintain computer and hardware inventory, and provide audiovisual support for meetings.
• Serve as the primary contact for end-user issue resolution throughout the incident lifecycle, escalating to IT experts when necessary and ensuring resolution meets service level expectations.
• Configure and deploy end-user hardware, encompassing laptops, desktops, telephones, and mobile devices.
• Provide support for Microsoft Office 365 applications and functionality.
• Manage end-user support requests through the Help Desk ticketing system.
• Act as an escalation point for the IT Helpdesk.
• Assist in ensuring readiness for technology project support.
• Develop Subject Matter Expertise in Microsoft Office, workstations, audiovisual technologies, printing, and other relevant technologies as directed by IT Leadership.
About IMA Financial Group
IMA Financial Group is a dynamic organization that thrives on innovation and values collaboration, diversity, and inclusion. Our commitment to excellence drives us to provide the highest quality services to our clients, while fostering a supportive and inclusive workplace for our associates.
