A Challenging Career
A position within HUB International provides many possible career paths. Although a candidate may be hired into a specific department, the options are open should an associate choose to elect another area or decide to specialize in a particular business channel.
HUB prides itself on abiding by strong corporate vision and values. We look for employees that help support our outlined goals and objectives while also hold a personal entrepreneurship that makes HUB the organization it is today.
Take the first step toward creating a future that combines a diverse and challenging work environment in a rapidly growing company that offers significant opportunity for advancement and growth. Review the posted opportunities and contact HUB for more information today!
IT Helpdesk Technician - Level 1
Hub International Job Description Job Title: Information Technology HelpDesk Technician - Level 1 Department: Information Technology Reports To: Information Technology Customer Support Manager FLSA Status: Non-Exempt SUMMARY This position provides a first point of contact for HUB end-users requiring support on deployed technologies (e.g.: applications, systems, computers, and peripherals). This is a metric-based position monitored against average handle-time and call statistics. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. Respond to all customer inquiries in a courteous and professional manner. Answer the most commonly asked questions for defined issues and problems. Act as first line analyst for service request tickets following established protocols. Create, document, and escalate issues and problems in accordance with ticketing standards and SLAs. Monitor ticket queues and provide service or escalation as necessary. Provide basic level desktop/technical support (including administering and maintaining end user accounts, password resets/unlocks, and email setup and support). Provide basic phone system administration (e.g.: setting up voice mail). Assist with the installation of application and printer software. Learn basic support of software and hardware deployed in the organization. Adhere to departmental policies for reporting and managing requests and change control. Other duties as assigned QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Bachelor's degree (B. A.) from a four-year college or university in Computer Science, Information Systems Management, A+ certification, or equivalent experience plus demonstrated ability and interest in technology. COMPUTER LANGUAGE SKILLS CERTIFICATES, LICENSES, REGISTRATIONS N/A. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 15 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus. 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 the essential functions. Employee will be integrated into a 7-day/week operation. Shift bids occur quarterly based on seniority where early morning, late night and weekend shifts are available. ESSENTIAL JOB REQUIREMENTS ALL POSITIONS Communicate with customers and fellow employees in English, in person, via telephone, via fax, and via e-mail, at a level that allows successful performance of essential job functions, as related to safety procedures and essential job functions, during the work day. Regular and reliable attendance. Comprehend and follow instructions; maintain attention and concentration for necessary periods; apply common sense and understanding and carry out instructions (written, oral, or diagrammatic); adapt to situations requiring the precise attainment of set limits, tolerances, or standards; respond appropriately to changes in the work setting. Consistently relate to other people beyond giving and receiving instructions; interact with co-workers or peers without exhibiting behavioral extremes; respond appropriately to constructive criticism from a supervisor; understand the meaning of words and use them effectively; perform work activities requiring speaking with or instructing others. Work effectively with co-workers, customers and others by sharing ideas in a constructive and positive manner, listening to and objectively consider ideas and suggestions put forth by others. Keep commitments; keep others informed of work progress, timetables and issues; address problems and issues constructively to find mutually acceptable and practical business solutions. Use good judgment, at all times. Perform repetitive tasks; ask questions or request assistance when needed; perform routine duties and work procedures; make decisions based on data. Perform varied tasks; synthesize, coordinate, and analyze data; perform job requiring precise attainment of set limits, tolerances, or standards. Maintain work pace appropriate to general work load; perform activities on schedule, maintain regular attendance/punctuality within specified tolerances; complete normal workday and/or week; perform at a consistent pace without excessive rest periods. Ability to evaluate and make decisions; recognize potential hazards and observe appropriate precautions; understand and remember detailed instructions.
