IT Support Specialist

Goodville Mutual Casualty Company is seeking an IT Support Specialist to deliver frontline help desk assistance from the on-site office in De Smet, SD. This role acts as a subject matter expert for IT applications, products, and hardware, providing documentation, training, and escalation to ensure timely resolution of issues. The position involves helping both internal and external customers via phone, in person, and other digital channels while contributing to a secure, resilient enterprise IT environment.

Responsibilities

• Deliver prompt support for all Information Technology applications, products, and services.
• Create, disable, reset, and unlock user accounts as needed to access company resources.
• Provide user training on basic use of IT applications, products, and services.
• Deliver excellent customer service to internal and external customers.
• Log all incoming calls and requests by creating support tickets.
• Resolve basic requests on first contact when possible.
• Escalate issues that cannot be resolved on the first call to the appropriate team.
• Follow up on all issues to confirm resolution and close out tickets.
• Adhere to department Service Level Agreements.
• Adopt industry and compliance best practices to maintain a secure and resilient enterprise infrastructure at all levels.
• Maintain knowledge of current technical and industry practices through continuing education.
• Perform other duties as assigned.

Requirements

• Two years of relevant college or technical school training or equivalent experience is required.
• Experience troubleshooting hardware, software, and network components is required.
• Group and individual training experience is preferred.
• Customer service training or experience is preferred.
• Relevant experience in a Help Desk role or other Information Technology support position is preferred.
• Strong interpersonal skills are required.
• Ability to sit for extended periods in front of a computer is required.
• Physical ability to lift equipment, bend, stand, climb, or walk as needed is required.
• Flexibility to work varying hours and to travel to all organization offices, including in Pennsylvania, Ohio, and South Dakota, as well as vendor sites, is required.
• Ability to work in an office environment with a moderate noise level and to remain seated while operating a computer most of the time is required.
• Ability to move around the office to access materials and to lift up to ten pounds daily is required.
• Ability to perform essential job functions with or without reasonable accommodation is required.