IT Helpdesk Technician

Description

The Liberty Company Insurance Brokers is a rapidly growing national insurance brokerage firm. We are looking for a skilled and reliable IT Helpdesk Technician to join our Liberty IT team. This role is perfect for someone with a background in IT troubleshooting and customer service. 

The Liberty Company Insurance Brokers offers a dynamic work environment, opportunities for growth, and a team-focused culture. In addition to an award-winning company culture, you can expect competitive salary, generous benefit package, PTO, Holiday pay, employee wellness and stress relief programs, opportunities to give back to your community, and more! 

We are looking for an IT Help Desk Technician in the Cleveland area who will be responsible for providing technical support and assistance to employees via phone calls and tickets. The primary goal of the technician is to ensure customer satisfaction and the proper functioning of all technology. This is not a call center role; this is a customer service role.

The technician will be responsible for the following tasks:

• Serving as the first point of contact for customers seeking technical assistance over the phone or tickets.
• Performing remote troubleshooting through diagnostic techniques and pertinent questions.
• Determining the best solution based on the issue and details provided by customers.
• Walking the customer through the problem-solving process.
• Directing unresolved issues to the next level of support personnel.
• Providing accurate information to the customer needing a solution.
• Recording events and problems and their resolution in ticketing logs.
• Following up and updating customer status and information.
• Passing on any feedback or suggestions by customers to the appropriate internal team.
• Identifying and suggesting possible improvements to procedures.

Qualifications

Requirements:

• Proven experience as a help desk technician or other customer support role with Windows based operating systems. One year minimum experience in this role.
• Flexible to drive to local offices in West Cleveland area.
• Customer service skills such as empathy, patience and cool-tempered.
• Understanding that every situation involves both a technical side and personal side.
• Tech-savvy with working knowledge of any ticketing system and remote support tools.
• Good understanding of computer systems, printers, mobile devices, and the basic technology of an enterprise.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English. Excellent verbal and written communication skills.
• Customer-oriented and cool-tempered.
• Technical reading and writing for understanding and explaining complex issues.
• CompTIA A+ or equivalent certification desired.

Promoting Peace of Mind for All

At Liberty, we take great care to promote peace of mind for all. We create a safe space to find your Joy of Being as your most authentic self. Being uniquely YOU, with your unique experiences and ideas, we will continue to strengthen our company as we grow together.

HABU has nothing to do with age, gender identity, race, sexual orientation, physical or mental ability, or ethnicity. We pursue people who value: Integrity, excellence, caring, kindness, fairness, teamwork, good feelings, and fun! Liberty empowers our team with tools and knowledge to support the purposeful spread of positive energy, kindness, and good feelings with others.

We recognize that our industry has more work to do in advancing diversity and inclusion. Our dream is to become the north star others can look to for direction as we advance together.

Qualified applications with arrest or conviction records WILL be considered for employment. For positions in our organization that require a state insurance license to perform the duties described herein, applicants must meet the state licensing requirements as required by the applicable DOI, must not have been disqualified or barred from licensure, and must not have been prohibited from conducting the business of insurance under Title 18 U.S. Code, §§1033 and 1034 to qualify for that role