Job description

Overview:Western National is in search of a Systems Technician to join our team! This role offers a candidate the opportunity to expand their knowledge and skillset within the area of desktop and end user support. This role will have the opportunity to work with our internal customers to support a variety of technical areas and be the cornerstone of our efforts to provide exceptional customer service.

The ideal candidate will have 2+ years of technical support experience including strong customer service, trouble shooting and communication skills. This role is hybrid and will allow an employee to work from home two days a week once fully trained
Responsibilities:

• Provide first level support for end users of desktop computers, peripherals and conference rooms.
• May often be the first point of contact for calls, walk up incidents and service requests.

• Create a positive customer support experience; build strong relationships through understanding, communicating promptly on progress, and handling customers with a consummately professional attitude.
• Log all incidents and requests; address and resolve basic incidents and requests; engage other resources as appropriate to resolve incidents or requests

• Provide training and support to end users on use of computer hardware and software and other equipment.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware and software, networked peripheral devices, and networking hardware products.
• Perform on-site analysis, diagnosis, and resolution of workstation for a variety of end users. Recommend and implement corrective hardware solutions, including off-site repair as needed.
• Participate in an inventory management system for all workstations, monitors, printers, scanners, and other peripheral equipment.
• Participate in the development of business continuity and disaster recovery plans, maintains current knowledge of plan executables, and responds to crises in accordance with business continuity and disaster recovery plans.
• May create or update team and/or end user documentation and knowledge articles.
• May perform special projects and other duties as assigned.

Qualifications:

• 2+ years of hands-on Technical Support experience.
• Associates degree or equivalent work experience in technical field.
• Excellent verbal, written and interpersonal communication skills.
• Experience supporting a Microsoft environment including Windows, Microsoft O365 and other common applications.
• Sound technical knowledge of workstation hardware, printers, monitors, internal components, and operating systems.
• Experience with face-to-face technical support of internal customers.
• Strong attention to detail and solid organization skills.
• Ability to work independently or on team to carry out assignments to completion.
• Ability to meet deadlines, maintain confidentiality and dependability.
• Ability to provide coaching and training of users/agency personnel locally and remotely.
• Understanding/experience supporting users in a virtual desktop environment (VDI) preferred.

CULTURE AND TOTAL REWARDS:
Currently ranked as the 37th largest private company by revenue in Minnesota (Minneapolis-St. Paul Business Journal), Western National has earned accolades year-over-year as an employer of choice and garnered multiple awards for wellness in the workplace including the Wellness by Design Platinum +Green award from Hennepin County and is a mspWellness Champion. Western National was also named a Star Tribune Top Workplace in 2021 and 2022. The company is also consistently recognized as a Wards Top 50 performing property-and-casualty insurance company for its outstanding financial results.

Western National has long been known as “The Relationship Company®,” and caring for our employees is a part of that relationship commitment. Western National values connectiveness, empowerment, and accountability. Western National offers competitive pay, advancement opportunities, a generous benefits package, a robust wellbeing program, and a commitment to a healthy work/life balance. These attributes are just some of the reasons why nearly half of our employees choose to stay on the Western National team for ten years or more!

Western National offers full time employees a significant Total Rewards Package, including:

• Medical insurance Plan options
• Health Savings Accounts (HSA)
• Flex Spending Accounts (FSA)
• 401(k) Plan (plus company match)
• Wellbeing Program
• Onsite Fitness Studio
• Paid volunteer time
• Time Off – including vacation and holiday pay
• 100% company-paid tuition reimbursement for approved job-relevant coursework and access to The Institutes (Risk & Insurance Education)
• Discounts on personal auto and homeowner's insurance
• Paid parental leave
• Profit-sharing bonus
• Other standard employee benefits – including dental insurance, vision benefits, life insurance, disability insurance, and more.

Western National believes in supporting balance between work and life by providing a flexible work environment with includes a variety of hybrid and remote work arrangements designed to balance individual, job, department and company needs.

Western National provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Location: 4700 West 77th Street, Edina, MN 55435

Job Type: Full-time

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