Primary Position Objective

Deliver exceptional IT customer service and ensure a positive end-user experience through effective support, training, education, and promotion of general technology awareness. Leverage modern tools, including AI-assisted technologies, to improve support efficiency, knowledge sharing, and end-user experience. This role is highly focused on internal customer satisfaction.

Major Duties and Responsibilities:

Own ServiceDesk tickets by entering, updating, and escalating them as needed to ensure timely and effective resolution.
Provide first-level support to users in person, via phone, email, and chat.
Communicates with various vendors for additional IT support and/or escalation when needed.
Support the setup, maintenance, and tracking of IT hardware such as laptops, desktops, tablets, and phones.
Utilize AI tools (e.g., ChatGPT, Microsoft Copilot, Claude) to accelerate troubleshooting, documentation, and knowledge discovery while ensuring accuracy and security.
Monitor and perform initial troubleshooting of IT automation jobs.
Performs basic application support for end-users.
Communicates updates to the organization during outages and incidents.
Maintains IT documentation and procedures.
Assist in monitoring basic system security and reporting potential issues.
Provides training to users on a wide array of systems and technologies including but not limited to:
- Basic computer navigation (shared drives etc.)
- M365 Suite (SharePoint, OneDrive, etc.)
- AI-assisted tools and best practices for safe and effective use
- General IT security
- Mobile devices
- Phone system

Assist with projects as needed.
Assists with routine user access auditing and management.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

Accomplishes information systems and organization mission by completing related results as needed.
Communicate in an articulate, professional and courteous manner - written and verbal.

Perform other duties as assigned.

Supervisory Requirements:

None

Additional Expectations:

Provide a professional example, accuracy, and consistency in work performance.
Participates and is an active team member by assisting others.
Communicates in a courteous manner.

Maintains the quality and integrity of the services provided by the department.
Supports the overall goals of the Company and that services are delivered professionally and efficiently.

Requirements & Qualifications:

The ideal candidate should possess or be working towards an Information Technology degree or various certifications. Experience in the field of computer science or information systems and in finance or mortgage-based industries is a plus.

Strong understanding of Windows 11 and Microsoft productivity tools (Office, Teams, SharePoint).
Comfortable using AI productivity tools (e.g., ChatGPT, Microsoft Copilot, Claude) to solve problems, generate documentation, and improve efficiency.
Understanding of Mac (OSX).
General understanding of LAN/WAN, servers, and security a plus.
Strong customer service and communication skills both verbal and written
Strong ability to work independently, problem solve, collaborate, and present solutions.

Physical Requirements

Talking - Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Hearing - Able to hear average or normal conversations and receive ordinary information.
Repetitive Motion - Movements frequently and regularly required using the wrists, hands, and/or fingers.
Vision - Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength - Sedentary work; sitting most of the time. Exerts up to 10 lbs. of force occasionally.

This description has been designed to indicate the general nature and level of work performed by an employee in this position. The actual duties, responsibilities and qualifications may vary in the future based on new or revised work assigned to this position.

AmeriNat offers a competitive benefits package including 401k; performance incentives; paid medical, life and long-term disability; dental; PTO, and holiday pay as well as opportunities for advancement. Dress code is business casual (jeans allowed) and occasional business attire required.

AmeriNat will consider qualified applicants in a manner consistent with local “Fair Chance” ordinances. AmeriNat is an Equal Opportunity Employer.

OSP LP

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