Help Desk Technician I Job at Florida Peninsula Insurance, Boca Raton, FL

a1ArdTJGUnlEK2JnT0xKUGp5ZUZ4dHlwMVE9PQ==
  • Florida Peninsula Insurance
  • Boca Raton, FL

Job Description

Help Desk Technician I Location Boca Raton, FL :

Position Summary:

The position is responsible for providing support to all the Florida Peninsula entities include employees of Florida Peninsula, Florida Peninsula agents, and any third parties in which Florida Peninsula does business with such as, comparative raters, vendors, etc.

Essential Functions:

  • Monitors the Operations helpdesk and Operations Alerts queues. Perform triage, escalate requests to the appropriate parties and perform level one helpdesk support functions (i.e., setting up new users in various applications, assist with passwords).
  • Respond to request for technical assistance in person, via phone or electronically.
  • Troubleshoot, diagnose, and resolve level one helpdesk issues such as creating new users, changing passwords, etc.
  • Research questions using available information resources such as searching Confluence and JIRA for prior tickets and their resolution.
  • Recreates issues in Duck Creek lower environments and the prod replica environments.
  • Escalates level 2 tickets to Business Analysts ensuring the description of the ticket clearly communicates the issue and includes recreating steps and results.
  • Follows up on outstanding, escalated tickets. Ensures linked JIRAs are closed as quickly as possible.
  • Communicates with customers by seeking additional information or providing resolution to customers, as instructed by the analyst ensuring that any comments sent to the user are appropriate for that audience.
  • Follow help desk procedures.
  • Log all help desk interactions in Comments on the JIRA.
  • Identifies and alerts team members of situations requiring urgent attention.
  • Tracks and routes problems and requests and document resolutions.
  • Inform management of recurring problems.
  • Stay current with system information, changes, and updates.
  • Update Quick Reference Guides (QRG's) when necessary.
  • Performs ad hoc assignments as assigned.

Required Education and Experience:

  • High school diploma required.
  • Ability to learn quickly and apply knowledge.
  • Must be able to fulfill all Essential Functions listed above.
  • Knowledge of basic computer hardware.
  • Experience with desktop operating systems, including Windows XP, Windows 7, & Windows 10
  • Experience with MS Office products
  • Good written and oral communication skills, interpersonal skills, listening and questioning skills, including the ability to clearly express written thoughts.
  • Must possess Customer service and strong client-facing communication skills.
  • Ability to remain flexible, re-prioritize, and respond to changing demands
  • Able to effectively communicate with all levels of staff and management
  • Independent, self-motivated team player.
  • Must be punctual and work planned schedule.
  • Maintains exemplary degree of professionalism with all company employees.
  • Ability to define problems, collect data, establish facts, and use basic problem-solving skills.

Preferred Qualifications:

  • 1-2 years of helpdesk experience
  • Experience with JIRA Service Desk, JIRA Software and Confluence.
  • Experience with XML and Postman.

Job Tags

Full time, Immediate start, Flexible hours,

Similar Jobs

Gulfstream

RS Cabinet Finisher II - 2nd Shift Job at Gulfstream

 ...Responsibilities for this Position Position Title: RS Cabinet Finisher II - 2nd Shift Date: Nov 13, 2025 Location: Appleton, WI, US Company: Gulfstream Aerospace Corporation RS Cabinet Finisher II - 2nd Shift in GAC Appleton Unique Skills:... 

Fannie Mae

Principal, Multifamily Credit and Underwriting - Affordable Housing Job at Fannie Mae

 ...an essential role in the U.S. economy, Fannie Mae is foundational to housing finance. Here, your expertise can help fuel purpose-driven innovation that expands access to homeownership and affordable rental housing across the country. Join Fannie Mae to grow your career... 

The Norfolk Companies

Delivery Driver - Box Truck 26' Job at The Norfolk Companies

 ...essential goods to our community, then look no further than our Delivery Driver position! As a Delivery Driver at The Norfolk Companies,...  ...product Adhering to all traffic laws and regulations. Our trucks are a great marketing opportunity and your driving and... 

LaBella Associates

Environmental Analyst Job at LaBella Associates

 ...We are currently seeking a qualified Environmental Analyst to work in our Rochester office in our Environmental Division with the Permitting...  ...Biology. ~0 to 3 years of experience in the environmental science field ~ Ability to complete GIS mapping ~ Ability to complete... 

Pro Pallet

LOCAL CDL A DRIVER Job Job at Pro Pallet

LOCAL CDL A DRIVER JobLOCAL VAN & FLATBED DELIVERIES Pay: 18.00Company paid uniforms How to apply for this Driving JobFill out a Gary's Job Board application. That same application can be used to apply to as many jobs as you'd like. Create a Driver's Account....