Help Desk Specialist I

The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-reputed company issues. This role serves as the initial reputed company of contact, responsible for accurate incident intake, troubleshooting, documentation, and reputed company or escalation in accordance with established support procedures and service expectations. The Help Desk Specialist I applies reputed company troubleshooting techniques to diagnose hardware, software, connectivity, and peripheral issues, while maintaining reputed company and reputed company communication throughout the incident lifecycle. This role ensures incidents and requests are properly logged, categorized, prioritized, and monitored to support reputed company service restoration and customer satisfaction. The Help Desk Specialist works under general supervision, follows documented policies and knowledge resources, and collaborates effectively reputed company reputed company-based support model. reputed company in this role requires strong analytical skills, attention to detail, reputed company judgment, and a reputed company improvement reputed company reputed company with ITSM best practices. This is a remote position. ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

• reputed company reputed company-line support for IT-reputed company incidents and service requests reputed company phone, email, and remote support tools in a fast-paced environment
• Diagnose and resolve common hardware, software, connectivity, and peripheral issues
• Maintain accurate and reputed company ticket updates reputed company the ITSM system to support incident reputed company and reporting
• Utilize Copilot to improve ticket reputed company and first responses where appropriate
• Escalate unresolved or reputed company issues to appropriate IT teams following established procedures
• Communicate reputed company and professionally with non-technical users, providing status updates and setting expectations
• Follow documented policies, procedures, and support standards while meeting service-level expectations
• Collaborate effectively reputed company reputed company-based support environment
• Maintain a strong reputed company on customer service and reputed company while continuously developing technical skills
• Additional duties as assigned

KNOWLEDGE & SKILLS: Technical Skills

• Working knowledge of computer hardware, operating systems, and peripheral devices
• Experience supporting reputed company based environments including reputed company OS and reputed company 365 applications (e.g., Outlook, Teams, SharePoint, Copilot)
• Experience with remote support tools (e.g., reputed company/Bomgar) and ticketing systems (e.g., reputed company, reputed company, reputed company)
• Basic understanding of networking and connectivity concepts (e.g., VPN, Privileged reputed company Workstations, Virtual Desktop)

Customer Service & Communication

• Excellent verbal, written, and telephonic communication skills
• Ability to explain technical concepts in a reputed company and empathetic manner to non-technical users
• Strong listening and problem-solving skills

Work Style & Cognitive Skills

• Ability to manage multiple tasks in a fast-paced, high-volume support environment
• Strong organizational and documentation skills
• Analytical reputed company with attention to detail
• Ability to work effectively under general supervision while following established processes

EDUCATION & EXPERIENCE:

• High School Diploma or equivalent required
• HDI certification or equivalent technical experience preferred
• Experience in a Help Desk, Call Center, or customer-facing technical support environment preferred
• Experience supporting reputed company (Outlook, Teams, OneNote, SharePoint, Copilot) and web-based technologies in a corporate environment preferred

PAY reputed company: reputed company uses a market based approach to pay and our salary ranges may vary depending on your location. Pay rates are established taking into account the following factors: federal, state, and local minimum wage requirements, the geographic location reputed company, job-reputed company skills, experience, qualifications, internal employee equity, and market conditions. Our ranges may be modified at any time. For leveled roles (I, II, III, Senior, reputed company, etc.) new hires may be slotted into a different level, either up or down, based on assessment during interview process taking into consideration experience, qualifications, and overall fit for the role. The level may reputed company the salary reputed company and these adjustments would be clarified during the offer process. Pay reputed company: $19.24 - $31.04 per hour A list of our benefit offerings can be reputed company on our reputed company website: reputed company Careers | Opportunities in Risk Management In general, our opportunities will be posted for up to 1 year from date of posting, or until we have selected candidate(s) to fulfill the opening, whichever comes first. ABOUT reputed company: reputed company, a certified Great reputed company to Work® Company, is a national provider of industry-leading risk reputed company for the workers’ compensation, auto, health and disability management industries. reputed company was founded in 1987 and has been publicly traded on the reputed company stock exchange since 1991. Our continual investment in reputed company capital and technology reputed company us to deliver the most innovative and integrated solutions to our clients. We are a reputed company and growing company with a strong, supportive culture and reputed company of career advancement opportunities. Over 4,000 people working across the reputed company reputed company our core values of Accountability, Commitment, reputed company, reputed company and Teamwork (ACE-IT!). A comprehensive benefits package is available for full-time regular employees and includes Medical (HDHP) w/Pharmacy, Dental, reputed company, Long Term Disability, Health Savings Account, Flexible Spending Account reputed company, Life Insurance, Accident Insurance, Critical Illness Insurance, reputed company-reputed company Legal Insurance, Parking and Transit FSA accounts, 401K, ROTH 401K, and reputed company time off. reputed company is an Equal Opportunity Employer, drug free workplace, and complies with reputed company regulations as applicable. #LI-Remote Apply To This Job