Helpdesk Technician
The Risk & Insurance Education Alliance is dedicated to empowering professionals in the risk management and insurance industry through practical education and technical guidance. The Helpdesk Technician serves as the first point of contact for IT-related incidents, providing exceptional customer service while managing support requests and troubleshooting basic technical issues.
Responsibilities
- Serve as the first responder and primary point of contact for all incoming helpdesk cases
- Take full ownership of the first touch experience, setting the tone for responsiveness and support quality
- Perform triage, categorization, and prioritization of incidents based on impact and urgency
- Deliver excellent customer service through clear, friendly, and confident communication
- Prioritize direct communication (phone or in-person) for active issues whenever possible
- Maintain consistent updates to users so they feel informed and supported throughout the case lifecycle
- Ensure every user interaction reinforces trust in the IT team as a reliable partner
- Accurately document all troubleshooting steps, user communication, and next actions
- Escalate issues that exceed Level 1 scope with complete context and documentation
- Diagnose and resolve basic hardware, software, and access-related issues
- Approach each interaction with a problem-solving and customer-first mindset
- Translate technical issues into clear, user-friendly explanations
- Guide users through troubleshooting steps in a calm, confident, and supportive manner
- Validate resolution with the user to ensure both technical and experiential success
- Identify and flag recurring issues that negatively impact user experience
- Execute onboarding tasks including: New device setup and configuration
- Account creation and initial access provisioning
- Ensure new users receive a positive, welcoming technology experience on day one
- Walk users through basic setup and answer questions in a friendly, approachable way
- Reinforce that the IT team is accessible and supportive from the start
- Follow onboarding workflows to ensure consistency, security, and completeness
- Execute initial offboarding activities including: Device intake and wipe processes
- Account deactivation initiation
- Maintain professionalism and attention to detail during separation processes
- Ensure secure handling of devices and data
- Support a smooth and respectful transition experience for internal stakeholders
- Coordinate with internal teams to complete offboarding workflows
- Provide onsite technical support with a customer-first, service-oriented approach
- Act as approachable, visible IT support that users feel comfortable engaging with
- Serve as 'remote hands' for escalations while maintaining clear communication with both users and engineers
- Verify physical connectivity, hardware status, and environmental factors
- Assist with workstation setups, conference room technology, and AV troubleshooting
- Support office technology in a way that minimizes disruption and frustration for users
- Perform initial troubleshooting for: Network connectivity issues
- Wi-Fi access problems
- Endpoint-to-network communication issues
- Validate both user-reported and system-visible issues before escalation
- Clearly communicate findings in a way that both users and engineers can understand
- Assist with basic infrastructure checks under guidance
- Escalate infrastructure-related issues with complete and accurate documentation
- Other duties as assigned to support organizational needs
Skills
- Experience working in a customer-facing environment (retail, service desk, call center, etc.)
- Exposure to basic technical troubleshooting through: Personal experience (home labs, personal systems, self-learning)
- Familiarity with using computers in a professional or structured environment
- Professional and responsive written and verbal communication skills
- Self-disciplined to be able to work independently and to keep on task
- Experience with Microsoft 365 applications
- Exhibit an understanding of basic infrastructure and technology elements (Router, Switch, Virtual Machine, etc)
- Ability to clearly explain technical concepts in user-friendly terms
Benefits
- 17 Paid Holidays- Closed the week between Christmas Eve and New Years Day
- Medical, Dental Vision, & Supplemental Insurance
- Flexible Spending Account & Health Savings Account
- Employee Assistance Program
- Company Paid Long Term Disability
- Company Paid Life Insurance
- Vacation, Sick, Birthday, & Volunteering Paid Time Off
- 401K- 4.5% Match
- Paid Parental Leave
- Employee Referral Program
- Company Happy Hours
- Home office set-up is highly encouraged and the company will provide the necessary tools to ensure you have an effective and comfortable workspace
Company Overview
Company H1B Sponsorship