Service Desk Technician

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming support inquiries through phone, email, or support portal.

• Collect information to comprehend the nature of the issue.

• Diagnose and address fundamental hardware and software problems.

• Assist with password resets, account access issues, and software installations.

• Create and uphold accurate records of support requests and resolutions in a ticketing system.

• Document descriptions of issues and the steps taken for resolution.

• Recognize issues that require advanced expertise and escalate them to senior technicians or specialists.

• Provide detailed information to facilitate effective issue escalation and resolution.

• Follow established IT procedures and protocols diligently.

• Stay updated on IT policies and changes.

• Maintain a professional and courteous demeanor in interactions with colleagues.

• Keep colleagues updated on the status of support requests and the resolution process.

⛳️ Requirements

• Minimum of a high school diploma or equivalent.

• Understanding of the insurance industry and its specific IT needs and challenges.

• Ability to troubleshoot and support specialized software used within the industry.

• Capacity to handle sensitive data in accordance with industry-specific regulations.

• Ability to provide tailored solutions and recommendations specific to the industry.

• Skill in translating technical language into understandable terms for non-technical colleagues.

• Ability to align IT support with business goals and priorities.

• No specific work experience required; familiarity with basic IT concepts and troubleshooting is advantageous.

• Associate's degree in an IT-related field is preferred.

• One year of experience in customer service or IT support is preferred.

• CompTIA A+ or similar entry-level IT certification is preferred.

• No certifications are required.

🏝️ Benefits

• Opportunities for professional growth and development.

• Supportive work environment with a collaborative team.

• Comprehensive benefits package, including health and wellness programs.

• Flexible working hours to promote work-life balance.