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IT Support Technician in Atlanta, GA at Engle Martin & Associates

Date Posted: 3/14/2018

Job Snapshot

Job Description

Engle Martin is a leading national independent loss adjusting and claims management provider. We provide a comprehensive line of service offerings including commercial property, casualty, inland marine/cargo, heavy equipment and large loss adjusting, as well as TPA/claims management and subrogation. 

We are an Equal Opportunity Employer offering competitive pay and benefits and an environment where teamwork, ongoing professional development, continuous improvement, and exceptional service are valued and rewarded.

We currently have an outstanding career opportunity for a IT Support Technician.  The IT Support Technician supports the company’s IT department by troubleshooting and resolving all Tier 1 to Tier 3 IT Support requests assigned to the technician via the ServiceNow ticketing system.  Technicians must be aware of any consistent, repetitive issues that may require more investigation and/or permanent solutions.  In general, technicians must possess the knowledge to troubleshoot basic to advanced hardware and software problems.  Technicians must also possess the ability to convey complex technical concepts in a non-technical, user-friendly way.

  • Offering technical support to both internal and external employees through existing phone and email systems to solve general technical problems. Present complex technical information and solutions to non-technical audiences
  • Creating, maintaining, and terminating user accounts such as Active Directory, Azure,, Office365, AT&T/Mitel,, CRM, Sage MAS 500, and Xactimate. Technicians would need to follow Auditing requirements, for user access.
  • Possess basic understanding of networking principles in order to troubleshoot and resolve network connectivity issues such as printing/scanning, LAN, WAN, wireless, VPN, and Remote connectivity issues.
  • Configuring and shipping all equipment for new users and/or users due for an upgrade (using Microsoft Deployment Tool – MDT).  For terminated users, technicians are responsible for arranging the return of equipment, as well as removing and backing up local data.
  • Maintaining the FAS (FAS Premier Tracking Asset Inventory) system, this records all new inventory as well as the transfer and decommissioning of existing equipment. Ensuring we have enough IT inventory, as needed.
  • Keeping all laptops and desktops current with the Kaspersky Antivirus Administration Kit, including running weekly virus database updates and scans.
  • Basic administrative duties including: supplying proper documentation and/or user guides for the applications used by EMA employees, answering the IT Support phone line, receiving parcels from UPS/FedEx, shipping IT inventory using UPS, maintaining the various organizational spreadsheets used by the IT Support team, and general support of the upper tiers of the IT team as requested.
  • Knowledge of hardware/equipment supported by IT Support Technicians include: HP Laptops, desktops, HP docking stations, HP Printers & scanners, Planar monitors, Olympus digital recorders, Lanier Scanner/Copier/Printers, Sharp Scanner/Copier/Printers, Polycom VoIP phones, Pitney Bowes postage machines, and various projectors.  Basic knowledge of Apple, Android, and Windows mobile operating systems is also required for VPN and email accounts on mobile devices. 
  • Knowledge of software/applications supported by IT Support Technicians include: Windows 7, Windows 10, Internet Explorer, Microsoft Office (Word, Excel, PowerPoint, and Outlook), Adobe X, Microsoft Office365, Dynamics CRM, Xactimate, Risk Master,, Olympus, Cisco VPN Clients, Kaspersky Anti-Virus,, Communicator, Pitney Bowes PC Meter, and internal applications on the EMtranet such as Digital Dictation, Photo Report Application, and DTE.
  • Ability to train Technical Support Analyst with functions that are more complex
  • Collaborating with Systems Administrator and Network Administrator on additional special projects
  • Technicians are required to provide emergency support during the accepted on call schedule during weekends and weekdays. On occasion, participation may be required in the design, testing, and implementation of new or redesigned applications and/or processes.  This may require working after normal support hours.

Job Requirements

  • 2-3 years recent IT Support experience
  • 2-3 years PC Hardware experience
  • 2-3 years Software experience
  • 2-3 years of experience in Windows 8, and Windows 10, Microsoft Office Suite (including, but not necessarily limited to Word, Excel, and Outlook)
  • 2-3 years of SharePoint experience
  • 2-3 years of ServiceNow experience
  • Keyboarding skills (including speed and accuracy) with sound written and oral business communication skills, clearly and succinctly articulate concepts and findings
  • Organizational skills; excellent interpersonal, customer service, and problem-solving skills; demonstrates teamwork, compassion, and respect toward others