Job Description

This position is a customer-focused user support role that provides services for all company supported computer software and hardware. The processing of both incidents and service requests across the business units is done through deskside visits, remote support, and over the telephone. The position assesses, prioritizes, documents, and actively resolves customer requests and issues. Incident resolution will involve the use of a variety of environment specific tools. This role provides a great opportunity to learn about the JM business and IT environment, which provides the foundation for future career growth.

What You'll Be Doing

• Provide Level 1 technical support to internal customers through walk-in, phone, and self-service contacts to the Service Desk.
• Use Service Desk ticketing software to document all requests and incidents, actions taken, and to manage workload.
• Escalation of issues to other IT resources as situations require more specialized skill sets.
• Resolve tickets regarding company-issued hardware including Chromebooks, thin-clients, monitors, iPads, multi-function printers, conference room presentation equipment, telephones, and hotspots.
• Serve as single point of contact for end-users, representing the department, and providing communications to the organization.
• Troubleshoot and support specialized software used within the business units.
• Provide world-class customer service and support improvements to the customer experience through daily interaction with internal customers.
• Create documentation to support procedures within the department and to train users.
• Work with vendors to escalate issues requiring attention.
• Cross-train and provide backup to other members of the Service Desk team.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What You'll Bring

• Must have completed or be in pursuit of an Associate’s degree in a related field
• Must have 1 year of experience in a technical support role
• An equivalent combination of education and experience may be considered
• Must have strong troubleshooting, initiative, and customer great customer service skills.
• Experience with a virtualized environment is highly desired.
• Experience with MS Office, Citrix, and Windows environment is preferred.
• Willing and eager to learn new technologies
• Strong communication and collaboration skills preferred.

CERTIFICATES, LICENSES, REGISTRATIONS

• Technology or vendor certificates are preferred, such as ITIL or Microsoft

Physical Requirements

• This position may occasionally lift and/or move up to 10 pounds.
• Prolonged periods sitting at a desk and working on a computer.
• Occasionally required to stand; walk; use hands to finger, handle, or touch objects or controls; and talk or hear.

What We Offer You

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.
  
  
  

Accessibility and Accommodations

We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting jmrecruiting@jminsure.com.