HELP DESK SUPPORT I

On-site Help Desk Technician Level I provides technical support to clients for computer systems, hardware, and software, serving as the first point of contact for in-person, email, and phone assistance.

Responsibilities

• Track and respond promptly to tickets in the ticketing system.
• Handle inquiries from internal and external customers via phone and email.
• Assess and route tickets to the appropriate support level or resources.
• Deliver technical assistance for issues related to systems, software, and hardware.
• Ask focused questions and listen to customers to identify root causes.
• Guide customers through the problem-solving process and empower them to do likewise in the future.
• Run diagnostics to identify and resolve problems.
• Escalate significant or recurring issues to the IT Operations team.
• Perform cleanup of computers, monitors, and phone hardware.
• Gather feedback to identify patterns and create FAQs to simplify troubleshooting.
• Document internal procedures.
• Produce step-by-step training materials with screenshots or videos for clients.
• Support system and data backup and recovery activities, manage Active Directory and user accounts, troubleshoot systems, and install/configure applications.
• Assist with desktop system installation, configuration, maintenance, and administration.
• Support employee desk moves and relocations.
• Maintain knowledge of current and emerging technologies.
• Provide accurate time estimates for tasks.
• Collaborate with teammates on multiple project schedules.
• Assist and support the IT Operations group as needed.
• Participate in on-call rotations.
• Follow IT department guidelines and procedures.
• Other duties as assigned.

Requirements

• An associate's degree in computer sciences or related field from a two-year college or technical school, or equivalent experience.
• 1 - 2 years of IT experience, with a solid understanding of computer systems and software.
• 1 - 2 years of customer support experience.
• Excellent verbal and written communication skills in English to collaborate across the organization.
• Ability to engage effectively with a variety of people including co-workers, supervisors, managers, internal customers, external customers, vendors, and other insurance professionals.
• Detail-oriented and results-focused with total commitment to team success, excellence, and quality assurance.
• Strong problem-solving skills, self-directed, and able to work independently or in a team environment with general supervision.
• Self-motivated and capable of working both individually and in a collaborative team setting.
• Must demonstrate sound financial judgment and discretion in handling PII information.

Technologies

• Active Directory