Help Desk Technician - Military Veterans

Custard Insurance Adjusters, Inc.

Mission Statement:

• Custard Insurance Adjusters' mission is to provide its clients with the highest quality of claim service available in the industry. We are recognized as a premier company, continuing to increase our role as a national leader in the claims service field. Our commitment to this mission is evident as we strive to:
• Provide consistently superior products and services throughout CIA's network of branch locations in the United States.
• Maintain a strong sense of urgency in responding to the needs of our clients.
• Provide customized services, when needed, to satisfy the individual requirements of our clients.
• Provide a fair and competitive price for the products and services offered.
• Establish and maintain a partnership with our clients for long-term relationships.
• Continue to place emphasis on excellence at all levels of our organization and increase our role as a national leader in the claim service field.

Help Desk Position

Office Role-Peachtree Corners, GA

** Please note that this position does have on-call rotation responsibilities **

Summary of Position

Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, emails, and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. Supports computers, networking, software, and phones for internal users. 

Duties and responsibilities

• Answer incoming Technical Support calls to support computers, internet, software, and phones.

• Handle routing customer inquires e-mail, Word, Excel, VPN, and component level problems.

• Assess and meet customer needs and escalate customer calls to the appropriate level for further action when needed. 

• Assist customer in learning to use proprietary software.

• Address hardware problems, computer upgrades, networking setup/diagnoses, software problems, PC specific issues/troubleshooting and virus/spyware removal/detection.

• Research and resolve customer issues.

• Update customer records to document all calls, action taken and required follow-up. 

• Support software phones and internet connection problems remotely

• Provide superior customer service to local and remote offices.

• Maintain Department SLA’s for helpdesk ticketing system.

• Provide after hours and weekend support calls when assigned on-call responsibilities (on-call is rotated amongst each technician and technical supervisor). 

Minimum Requirements 

• An associate degree in related area and/or 2-5 years of experience in the field or in a related area.

• Requires some lifting of computers (up to 60lbs).

• Experience installing and troubleshooting Windows version 7-10, MS Word, Excel, VPN, imaging.

• Good organization skills.

• A+ certified, and/or Cisco certifications are a plus. 

For more information about Custard Insurance Adjusters please visit our website at www.custard.com