Help Desk Specialist

NLC is looking for a technical, highly motivated individual with a positive attitude to join our IT operations team. The primary responsibility of this position is to provide technical assistance in person, via phone, or via remote support tools to company employees in all locations, remote insurance agents and consultants. The proper candidate will need to diagnose and resolve technical issues, identify and prioritize items requiring urgent attention, and escalate problems to tier 2 support as needed.

In addition to providing support, various operational tasks will need to be completed on a daily basis. This includes but is not limited to providing training and equipment to onboard new employees, printing notices to insureds and claims checks, managing user accounts for all types of users, and performing data file uploads to financial institutions while verifying their accuracy.

Principal Duties and Responsibilities: \

Provide support for the following users:

• Internal employees in all locations
• Remote Insurance Agents
• Consultants

Provide support for the following:

• Windows 10
• Web Browsers
• Microsoft Office
• Adobe Acrobat
• Policy Processing System Software
• Imaging software
• Mitel phone system
• Other software packages as necessary.

Utilize remote support software to assist with troubleshooting and resolving end user issues.

Document each step of the support workflow using our ticketing system. Keep track of open tickets and follow-up with end users to ensure proper resolution as necessary.

Create and maintain user accounts for agents, contractors, and employees

Create and maintain documentation for supporting end users.

Image and deploy laptops to employees

Provide initial training to onboard new employees

Setup and troubleshoot employee equipment in cubicles

Complete and document critical daily operational tasks in a timely manner while ensuring accuracy.

Minimum Qualifications and Experience:

• 1 year of Help Desk or related experience.
• Working knowledge of Active Directory
• Strong troubleshooting and problem solving skills.
• Excellent written and oral communications skills.
• Excellent customer service mentality.
• Meticulous attention to detail

Preferred Qualifications and Experience:

• CompTIA A Certification
• Associates or higher degree in Information Technology or a related field or equivalent work experience
• 2 years of Help Desk or related experience

Work Conditions:

• 100% on site. This position is not eligible for remote or hybrid work.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computing equipment.

Job Type: Full-time

Pay: $15.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Work Location: One location

Salary : $15 - $28