SUMMARY
Responsible for providing research and analysis of system application needs and problems for users; to provide assistance, advice, problem solving, and technical information to users regarding the use of software applications. Also provide assistance with installation and updates of hardware and software; and project-based work.
- Full-time, benefits-eligible
- Hybrid three (3) days in office in Miami, FL 33144 (Mall de Las Americas)
ESSENTIAL DUTIES AND RESPONSIBILITIES
System Support Functions: Perform hardware (workstations, notebooks, scanners, copiers, printers, etc.) and software installations and upgrades; Evaluate and resolve software related issues; Assist with merging and maintaining data files; Test and analyze existing and new areas of the IT systems; Coordinate support between third-party vendors and end users; Perform and track regular maintenance on system applications and phones to ensure optimal performance. Provide assistance with server-based applications and administration, including SharePoint applications, Exchange, and other software database administration and setup implementation. Provide professional customer service when working with end users on issues that arise.
- Internal End User Support Functions: Service Requests: Provide third-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported requests as expertise permits using available tools and following procedures and policies for the handling of service requests. Respond to requests for technical assistance in person, via phone and electronically; Provide accurate and timely logging of service requests and resolution for those requests into the Service Request database. Escalate and or redirect problems to appropriate resources; Identify and escalate situations requiring immediate attention; Advise end users on appropriate actions steps; Coordinate and relocate user workstations and telecom equipment when needed.
- Telecommunications Support Functions: Assist with new user set-up on telecommunications system; Assist with dial plan changes, telecommunication issues, and ongoing maintenance and routing of current ACD groups.
- External End User Support Functions: Support software installations for off-site agents; Provide support in using the email security portal and resetting of passwords on that portal.
- Documentation Functions: Review and update Service Requests documentation as needed. Review and recommend modifications to procedures with the Director of IT. Gather and input data for regular reports distributed by IT department. Maintain inventory tracking on all IT systems.
- Special Projects: Work collaboratively with fellow staff to advance the values and mission of Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management.
- Performs other duties as assigned by management.
QUALIFICATIONS
EDUCATION / EXPERIENCE
High School Diploma or GED, required
Associate's degree, required
Bachelor's degree, preferred
Three (3) or more years of experience in desktop support
Experience with Five9, HealthSherpa, Zoho, and Callidus software, preferred
Training/experience with Windows Operating Systems and Microsoft Office Suite, required
Strong verbal and written proficiencies of the English language and bilingual (Spanish and English), required
Insurance experience, preferred
PERKS AND BENEFITS:
- Health Insurance
- Dental and vision insurance
- 401(k) with company match
- Paid time off
#LI-DR2
Alliant Insurance Services
vision insurance, paid time off, 401(k)
Jul 23, 2025