Desktop Support Specialist
HCC Insurance Holdings, Inc. - Los Angeles, CA

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One of the largest writers of surety in the United States, HCC Surety Group provides contract, commercial, court and bail bonds to clients of all sizes: from sole proprietors to large publicly-traded companies. Our talented group of professionals is adept at underwriting traditional surety, and possesses the knowledge & creativity to offer solutions for specialty "hard-to-place" risks often dismissed by the surety marketplace at-large.

We have an opportunity for a Desktop Support Specialist in our Los Angeles office.
Under supervision, the Desktop Support Specialist will diagnose desktop problems for users and provide accurate response and resolution to a variety of issues. Identify, research, and resolve moderately complex technical problems. Respond to telephone calls, email, and personnel requests for technical support as well as document, track, and monitor the problem to ensure a timely resolution. This position will report to the Desktop Support Supervisor of our Los Angeles, CA location.

Key Responsibilities:
Relying on limited experience and knowledge, the Desktop Support Specialist is responsible for accomplishing the following assignments. These assignments are varied in nature.

Provide second-tier support to end users at local and branch offices for PC, server or mainframe applications, and hardware.
Investigate and resolve user software and hardware problems.
Interact with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.
Recommend system modifications to reduce user problems.
Maintain currency and high level of technical skill in field of expertise.
Simulate or recreate user problems to resolve operating difficulties.
Escalate more complex problems to senior level.
Answer questions applying knowledge of software, hardware, and procedures.
Contact software and hardware vendors to request manage service regarding product performance issues.
Develop user training materials and train users on software and hardware, or recommend outside contractors to provide training.

Follow work plans, established timelines, and pre-defined goals for assigned work.
Meet commitments on deadlines.

Communicate activities, results, and observations with employees and management as appropriate.

Cost Management
Identify areas for improvement in existing business practices.
Perform work thoroughly in a cost efficient manner and at a high productivity level.

Business Controls and Policies
Comply with all corporate policies and procedures.
Report any breakdowns in controls to management.
Conduct all activities in a safe manner.

People Management
No people management responsibility

Minimum of an Associate’s Degree in Computer Science, Information Systems or a related field or the equivalent combination of education and/or experience. Bachelor’s Degree Preferred. Microsoft Certifications a plus. (Microsoft Office Specialist, MCDST, MCP)

Minimum of two years of relevant and progressive professional experience

Technical knowledge and experience with Dell Laptops and Desktop hardware
Technical knowledge and experience with printers, including HP and Canon
Strong customer service orientation
Experience with Numara asset management and helpdesk applications
Mobile device experience (Blackberry and iPhone specifically)
Knowledge of Symantec virus scanning software
As needed, provide on-call support and participate in on-call rotation for off hours support
Ability to travel locally to provide desktop support to other CA offices; occasional overnight travel required for branch offices
Must have reliable transportation for local travel and hold a valid CA Driver’s License
Possess and have ability to apply knowledge of principles, practices, and procedures
Solid written and verbal communication skills with an emphasis on confidentiality, tact, and diplomacy
Advanced organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
Stay abreast of industry changes, legal updates and technical developments related to applicable area of the Company’s business to proactively respond to changing business environment
Intermediate proficiency and experience using Microsoft Office Package (Excel, Access, PowerPoint, Word)

Working Conditions and Physical Demands:
Overtime hours may be required to fulfill job responsibilities
May be required to lift up to 50 pounds with assistance
Ability to stoop, bend, and reach is required
May require travel outside normal work hours and location including overnight
Sitting for extended periods of time
Dexterity of hands and fingers to operate a computer keyboard, mouse, and other devices
Close vision and ability to adjust focus; required to read a computer screen

Note: This document is intended to describe the general nature and level of work being performed, and is not to be construed as an exhaustive list of all responsibilities, duties and skills required for the job.

HCC offers a competitive salary and employee benefit package. We are a successful, dynamic organization experiencing rapid growth and are seeking an energetic and confident individual to join our team of professionals. HCC Insurance Holdings, Inc. and its subsidiaries are equal-opportunity employers. Please visit for more information about our companies.

About this company
HCC Insurance Holdings, Inc. is a leading specialty insurer with offices in the United States, the United Kingdom, Spain and Ireland,...