25 days old

Senior Help Desk Technician

Athens Administrators
Lake Mary, FL 32746

Athens Position Details


Position Title:             Senior Help Desk Technician

Department:              Information Technology

Reports To:                 Director, Information Technology

FLSA Status:                Non-Exempt

Job Grade:                   13



Since our founding in 1976, Athens Administrators has been a recognized leader in third-party claims administration services. However, more important than what we do is how we do it. Athens employees provide service that translates into real and lasting benefitsevery single day! With offices throughout the United States, Athens Administrators offers Workers Compensation, Property & Casualty, Managed Care and Program Business solutions. Athens is proud to be a third-generation family-owned company and is dedicated to its core values of honesty and integrity, a commitment to service and results, and a caring family culture.  We are so proud that our employees have consistently voted Athens as a Best Place to Work!


Athens Administrators has an immediate need for a full-time Senor Help Desk Technician to support our departments in the Central and Eastern time zones.  This position will be hybrid out of our Lake Mary, FL office, estimated 2 days a week in the office and 3 working remotely from home. Athens offices are open for business Monday-Friday from 7:30 a.m. to 5:30 p.m. EST, this position will start no later than 8am EST at 37.5 hours a week.  The Senior Help Desk Technician provides technical support to clients and staff to resolve both immediate and longer-term computer hardware and software issues, as well as new employee onboarding.  This position will work highly independently, utilizing their own experience and skills to respond and resolve critical issues requiring good judgement and customer service


Our new hire should have the skills, ability, and judgment to perform the following essential job duties and responsibilities with or without reasonable accommodation.  Additional duties may be assigned:

  • Respond immediately to requests for technical assistance electronically, in person, via phone or in person

  • Conduct new hire orientation trainings and other software/hardware trainings as appropriate

  • Diagnose, research and resolve Tier 1 and Tier 2 technical support issues.

  • Install and maintain software upgrades and patches to ensure Athens is on the most secure version of operations systems.

  • Build, deploy, monitor and maintain servers, LAN, WAN, Cloud and SAN storage devices

  • Implement, maintain and support Active Directory, AWS Cloud environment, Office 365, SQL Server, VMware virtual environment, Amazon Web Services (AWS), electronic faxing, network/data security and business applications

  • Administer system and data back-up strategies and programs

  • Document, track and monitor problems to ensure a timely resolution

  • Redirect Tier 3 support requests to appropriate resources

  • Identify and escalate issues, as they require more urgent attention

  • Utilize Help Desk software to track requests and resolutions, and to analyze for trends or larger issues

  • Maintain communication with staff / clients during the life of a support request

  • Set up computers and network accounts for new hires

  • Set up network and personal printers

  • Utilize a checklist to setup new users on the network and give them appropriate network and software access

  • Stay current with system information and updates through training and certification


The requirements listed below are representative of the knowledge, skill, and/or ability required.  While it does not encompass all job requirements, it is meant to give you a solid understanding of expectations.


  • High School Diploma or equivalent (GED) required for all positions

  • Bachelors Degree preferred but not required

  • Minimum of 5 years IT support and customer service experience

  • Working knowledge of relevant software (including Microsoft Windows XP, 7, Microsoft Office 2003, 2007, 2010, VMWare View) and hardware (including PCs., laptops, monitors, printers, IP phones)

  • Working knowledge and understanding of networking including switches, routers, Active Directory, VMWare VSphere, Amazon Web Services (AWS), Windows Server 2003, 2007, SQL Server

  • Well-developed verbal, interpersonal and written communication skills, a concise and articulate communicator

  • Strong customer service and interpersonal skills

  • Effectively work individually, in a team environment, with clients and internal staff

  • Ability to quickly and critically assess problems and situations independently, but also to know when to seek additional expertise

  • Possesses analytic ability and excellent judgment

  • Flexible and capable of successfully multi-tasking, handling multiple projects simultaneously

  • Creative and innovative; striving for continuous improvement in efficiency, effectiveness, and results

  • Ability to meet employers attendance policy

  • Applicant must have the ability to physically install operational equipment

  • Must demonstrate accuracy and thoroughness in work product

  • Must have ability to physically be present in office as deemed appropriate, upon extremely short notice

  • Valid drivers license and ability to local travel required

  • Ability to type quickly, accurately and for prolonged periods, sit for prolonged periods, and lift up to 25 lbs

  • Reasoning ability and analytical skills, i.e., proven ability to research and analyze facts, identify issues and make appropriate recommendations and solutions for resolution

  • Ability to be trustworthy, dependable, and team-oriented for fellow employees and the organization


We look forward to learning about YOU!   To be considered, please submit your resume and application directly through our website at http://www.athensadmin.com/careers/job-openings/  Feel free to include a cover letter if youd like to share any other details.   All applications received are reviewed by our in-house Corporate Recruiter.


This description portrays in general terms the type and levels of work performed and is not intended to be all-inclusive or represent specific duties of any one incumbent. The knowledge, skills, and abilities may be acquired through a combination of formal schooling, self-education, prior experience, or on-the-job training.


Athens Administrators is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.



We look forward to reviewing your information.  Applying for jobs isnt necessarily fun, but we promise we are.   Dont forget to check out our website at www.athensadmin.com as well as our LinkedIn, Glassdoor, and Facebook pages!


Posted: 2022-04-27 Expires: 2022-05-27

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Senior Help Desk Technician

Athens Administrators
Lake Mary, FL 32746

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