Marsh Help Desk Technician in Sioux Falls, South Dakota

Title: Help Desk Technician Location: US-South Dakota-Sioux Falls Other Locations:

Howalt McDowell Insurance, A Marsh & McLennan Agency LLC company has deep roots and a long record of accomplishment in the Upper Midwest. We're a risk prevention organization dedicated to providing measurable results for our clients. More than just insurance brokers, we believe that a business culture that supports a healthy, safe work environment does so by offering the right benefits, programs, policies and opportunities to keep employees engaged and productive.

Job Summary:
This position assists in the administration of all company workstations. This will focus primarily on day-to-day Desktop Support and all essential applications installed thereon. There will be occasional need for basic Windows Server support. The position provides both software and hardware support for desktops, laptops, and mobile devices.

Essential Functions:

Technical support:

Provide technical support to ensure that internal customers’ expectations are met through first and second level problem determination and problem resolution efforts.

Work directly with internal customers to resolve problems accessing networked services.

Gather information, diagnose customers' needs, conduct research to find correct solutions, and confirm that the customers are able to access their required services and/or applications.

Provide training to internal users. Help Desk Technician must be continually aware of upgrades and software changes that directly affect the company.


Open and perform basic component replacement, installation and repair on Desktops, Laptops, and mobile devices.

Test and debug newly installed software and hardware.

Work with vendors to process warranty repair work or replacement parts.

Responsible for remote access software support and troubleshooting.

Assist in audio visual equipment when needed.

Support team with inventory control when needed.

Network support:

Provide project management support.

Maintains access to the systems and undertakes software and hardware updates and corrections.

Day-to-day operation, monitoring and maintenance of a data and voice network.

Setup and maintain workstations and servers.

Manage all backups of internal servers

Agency Management System Administrator:

Serve as the Agency Management System Administrator and conduct system(s) training to new employees.

Administer carrier websites as needed.

Utilize the system to create reports required by management. Keep up to date on system enhancements and make recommendations accordingly.

Gain complete understanding of the procedures and processes that are used by employees in all departments and assist them through training to use the most efficient and effective methods through the computer to do their job.

Additional responsibilities necessary to successfully complete role:

Provide backup and “on call” support for the IT Manager as needed.

Provide technical and advice as needed maintaining a concern for timeliness and completeness when interacting with employees.

Read, practice and live the Code of Conduct for the agency. Be a participant in maintaining a strong work environment and culture for team members. Desired Qualifications:

Two or more years of experience working in a help desk environment supporting hardware, software, and remote users in a complex environment preferred.

Experience with hardware and software installations as well as general configuration issues.

Outstanding verbal and documentation skills essential for trouble-ticket documentation, with the ability to communicate technical concepts to non-technical users.

Prior use of some or all of the following:

Windows 7; Microsoft Office Suite 2010 or higher; Security Patching; Print Services and printer troubleshooting; Enterprise level anti-virus management; Document management servers; Voice over IP phone systems; Mobile Device Management (iOS)

Ability to self-manage multiple priorities and follow projects through completion.

Prior experience providing exceptional customer service and communication skills.

High school degree is required.