Agency Tech Specialist

Agency Tech Specialist - Job Title: Techincal Support SpecialistReports To: Associate General AgentStatus: Part-Time/ContractExpected Results:  Proactively manages clients withink the agency to ensure a high level of satisfaction and usage of technology.  Consults with clients to solve technical problems, some highly complex, using a broad and technical knowledge of MassMutual business applications, network architecture, PC workstation & Network server hardware & software.  Directly responsible for proactively maintaining, upgrading and managing clients' technology to enhance business operations.  Maintains detailed inventories of all PC workstations and related peripherals for the core office.  Records the time and activities performed with each client, providing quarterly and annual reports to management.Essential Duties & Responsibilities include the following.  Other duties may be assigned. Troubleshootingof desktop support and/or system problems (hardware, software and operating systems) with Home Office Field Technical Support representatives and/or independent consultants, maintaining documentation of problems and results achieved.  Measured by system problem resolution as soon as is possible, based upon the type of system problem encountered.Back-up, restore and protect all data on tape, according to agreed-upon schedule and procedures with the Home Office.  Includes maintaining an activity log for back-up error messages and hardware and software changes.  Measured by tape archive and log completion.Administer hardware ands software updates accurately and efficiently.  Includes installing MassMutual applications and software updates on the server.  Measured by updates done timely within one business day of receipt in the agency.Administer LAN access security for all users, updating devices as necessary for new users and to change access for exisitng users, as needed.  Measured by new user identification and password available within one week of start date.Inform users promptly when LAN is down and provide the estimated recovery time upon researching the problem.  Measured by communication with agency as needed.  Schedule monthly on-site and remote maintenance visits with core and detached offices to support a full workload.  Measured by provision of schedule to management and frequency of visits/communication.Provide a minimum of 4 hours of client training per quarter on industry standard & MassMutual software.  Measured by hours of completion and topics chosen in advance by Technical Support Specialist & General Agent.Introduce new agents to MassMutual/agency technology and technology management strategies.  Measured by one-hour presentation given to new agents in career orientation and subsequent skill/training classes as agents progress in the system.Maintain complete inventories of all computer-related techinolgy deployed in agency, providing annual reports to management no later than Nov 30th of each calendar year.    Contact Information: Company: MassMutual Financial Group Location: Scottsdale, AZ 85255 Job Category: IT/Software Development Career Level: Experienced (Non-Manager) Status: Part Time, Temporary/Contract/Project, Employee