What You’ll Do:

• 
  Supports and demonstrates IMA’s core values.
• Values and understands the importance of diversity, equity, and inclusion among all IMA associates.
• Manage assigned Help Desk tickets as well as Help Desk Queue to make sure incidents are dispatched or resolved according to SLAs.
• Respond to customer issues via phone, email and computer chat
• Provide customer assistance
• Document customer interactions
• Escalate issues to the next Tier with next level of difficulty
• Follow-up with customers to ensure issues are resolved
• Troubleshoot and triage end user desktop/hardware, operating system, and application problems
• Support the use and functionality of Microsoft Office 365 applications.
• Provide training and guidance to new IT Support Technicians
• Identify and recommend improvements to help desk system and/or processes
• Review current user documentation and identify gaps or needed changes
• Act as an escalation point for Tier I Support Technicians.
• Serve as backup for Field Systems Technicians

You Should Have::

• 
  Associate degree, preferred or:
• 3-5 years’ equivalent work experience in computer technology-related fields required.
• CompTIA A+ Certification or demonstrated equivalent work experience or certification preferred.
• 3-5 years’ current Microsoft desktop operating system, mail client and applications experience preferred.
• 3-5 years’ experience working in service desk roles required.
• 3-5 years user account creation and administration experience required.
• Excellent oral, presentation, analytical and written communication skills required.
• Exceptional focus on customer service required.
• Some Remote work available.

Compensation & Benefits: Being a part of IMA has its benefits. When you become part of the IMA family, you become eligible to take part in our valuable benefits and rewards package designed to benefit you, your family, and your life. Our plans are cost-effective, convenient and provide progressive ways for staying healthy, protecting loved ones, pursuing financial security and living a full and balanced life. This role is eligible for the following: Annual Performance Bonus, Stock Purchase, Medical Plans, Prescription Drugs, Dental, Vision, Family Assistance Program, FSA, HSA, 401(k), Life/AD&D, Accident, Critical Illness, Hospital Indemnity, Long Term Care, Short-term Disability, Long-term Disability, Business Travel Accident, Identity Theft, Paid Time Off, Flexible Work Options, Paid Holidays, Sabbatical, Gift Matching, Health Club Reimbursement, Personal and Professional Development. In addition to our robust benefits package, the hiring range for this position is $70,000 - $75,000. While this is the targeted range, final offer amounts will depend on a variety of factors, including the candidate’s geographic location, prior relevant experience, and their knowledge, skills, and abilities. Why Join IMA?:

We’ve built a reputation for putting our associates first.

What if we told you that you could be an integral part of an entrepreneurial, expanding company, develop lasting relationships, earn competitive benefits, plus claim part ownership? It’s this unique ownership business model that makes working at IMA so appealing.

We work in teams. We sell in teams. We win and prosper as a team.

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