IT HelpDesk Support Technician

Who we are:

ManhattanLife Insurance and Annuity Company was founded in 1850, the Company’s longevity makes it one of the oldest and most reliable health and life insurance companies in the country. Operating successfully for over 175 years is a testimony to ManhattanLife’s enduring history, and an indicator of the reliability of our future. ManhattanLife’s headquarters are in Houston, TX and the company is continually growing with multiple office locations nation-wide. ManhattanLife offers attractive employee benefits starting day one, including immediate coverage under our health, dental and vision plans. We offer flexible schedules, including shortened hours on Fridays, free parking, company-wide events, professional development (LOMA testing) and a company-wide wellness program.

Scope and Purpose:

ManhattanLife currently has an opportunity for an experienced and professional IT HelpDesk Support Technician to provide on-site support for our Houston, Texas office as a member of our Manhattan Technology Assistance Center (MTAC). In this position, the successful applicant will be responsible for enabling the business through excellent customer service and technical support. The Technician will provide desk-side and remote support to the organization's local end users and work as part of the larger MTAC team providing support to remote users and other locations. This is an excellent opportunity for the right individual to join an established organization as it continues to grow.

We are looking for a qualified IT HelpDesk Support Technician that will support and maintain computer systems and networks aiming for the highest functionality. The successful IT Support Technician must have a thorough knowledge of desktop computer software and hardware. The ideal candidate will have great troubleshooting abilities, but also know when to ask for help by escalating issues to higher tier IT Team. This role also requires the communication finesse to guide users on the appropriate and safe usage of IT systems.

Duties and Responsibilities:

• Embrace a passion for fast and friendly customer service.
• Provide helpdesk and technical support desk-side, by phone, and via remote access.
• Configure install and update PCs/Laptops. Possess knowledge of how to upgrade hardware modules when needed (RAM/HDD/SSD/CPU/Graphics/etc.). Ensure systems are up-to-date (the latest patches installed).
• Install, configure, and troubleshoot network printers when needed.
• Set up network equipment for remote employees, provide connectivity guidance.
• Evaluate equipment/software/hardware issues. Escalate when needed.
• Ensure endpoints security, including virus, network, and email protection.
• Provide Conference Room Audio/Video/Meeting Equipment Support.
• Efficiently log and categorize support requests in the ticketing system. Ensure timely updates.
• Work with the Global IT Team on new projects and solutions.
• Conduct basic tests of servers, LAN, WAN, and Wi-Fi to ensure availability.

Minimum Qualifications:

High School Diploma or equivalent (GED).

Knowledge, Skills and Abilities:

• Must possess 2+ years of professional experience with:
  • Ticket systems and general IT ticket methodology; ConnectWise Manage experience preferred.
  • Remote Machine Management tools; ConnectWise Automate and ScreenConnect experience preferred.
  • Documentation systems and best practices around documentation; ITGlue experience preferred.
  • Desktop Support for Windows 10/11
  • Provisioning End-User equipment
  • Hardware support for End-User equipment
  • Microsoft Office 365 Suite
  • Microsoft Active Directory
  • Adobe Products
  • Zoom/Cisco WebEx Teams/MS Teams
• Preferred additional experience with:
  • IBM iSeries/AS400
  • Apple (iPhone, iPad) / MacOS
  • Cisco IP Phone Support
  • Cisco Meraki Support
• Maintain professional attitude.
• Excellent verbal and written communications skills.
• Ability to handle multiple priorities and demonstrate a teamwork attitude in a customer service environment.
• Strong analytical skills, detail oriented, ability to work with minimal supervision, and be highly motivated.

Travel Requirements:

This position may require light travel within a ten-mile radius from one office location to another as needed.

Professional Development:

• Establish annual objectives for professional growth.
• Keep pace with developments in the discipline.
• Learn and apply technologies that support professional and personal growth.
• Participate in the evaluation process.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to success fully perform the essential functions of this job. Reasonable accommodations may enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle or feel objects, type, and use mouse; reach with hands and arms and talk and/or hear. The employee is required to sit for extended periods of time. The position may require lifting, pulling or moving items weighing upwards of 10 pounds as it relates to office or desk supplies.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee regularly works in an office environment. This role routinely uses standard office equipment such as computers, phones via WebEx, physical phone while in office, and photocopiers when necessary.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to the job at any time without notice.

AAP/EEO Statement:

ManhattanLife prohibits discrimination based on race, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status. Employer/Vet/Disabled. ManhattanLife values differences. We are committed to fostering an environment that attracts and retains a diverse workforce. With individuals from a variety of backgrounds, ManhattanLife will be better equipped to service our customers, increase innovation, and reduce risks. We encourage the unique perspectives of individuals and are dedicated to creating a respectful and inclusive work environment.