IT Helpdesk Technician

Description

The Liberty Company is a different kind of insurance brokerage—one where culture, growth, and innovation take center stage. We’re proud of our award-winning, forward-thinking workplace and are eager to help you find your Joy of Being (JOB) with us.

At Liberty, we value wellness, collaboration, and creativity. Our employees enjoy competitive compensation, excellent benefits, paid time off, holiday pay, paid training, stress management initiatives, and opportunities to give back.

We’re searching for an exceptional IT Help Desk Technician located in Central or Pacific time zones and able to work Pacific time zone hours. If you’re a great culture fit and this role sounds like your next step, we’d love to hear from you!

Position Summary:

We are looking for an IT Help Desk Technician 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.

Essential Duties and Responsibilities:

• 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.

Compensation:

• Salary: $50,000-60,000/annually

Qualifications

Requirements:

• Proven experience as a help desk technician or other customer support role with Windows based operating systems. Three years minimum experience in this role.
• Flexible to drive to local offices in your area - if applicable.
• Must be located in Pacific or Central Time Zones and willing to work Pacific Time Zone business hours.
• 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