IT Helpdesk Specialist

IT Help Desk Specialist

American Life is a rapidly growing financial services holding company, seeks a highly analytical, hands-on, and energetic team player to join us as an IT Help Desk Specialist. We operate as a modern insurance-holding company focused on long-term growth. Our objective is to foster and cultivate our relationships to sell and administer annuity products through third-party independent marketing organizations (IMOs).

Summary/Objective

The IT Help Desk Specialist is responsible for maintaining Customer service for external clients, agents, and IMOs, as well as internal client service for the company’s computers, network, technical equipment, and security systems. This includes working with third-party vendors and support entities. This position requires directly interacting with non-technical clients to help with minor computer issues and all IT-related training.

Essential Functions

• Provide technical support and troubleshooting for hardware, software, and network-related issues via phone, email, or in-person.
• Respond to and resolve user-reported issues, ensuring timely follow-up and resolution.
• Install, configure, and maintain computer systems, applications, printers and peripherals.
• Document and track effort in all service requests, incidents, and solutions using helpdesk ticketing system.
• Write knowledge base articles in ticketing system if encountering a new issue, problem or incident type.
• Educate users on best practices, software functionality, and preventive measures.
• Escalate complex issues to higher-level technical teams, as necessary.
• Maintain an up-to-date knowledge base of solutions, FAQs, and technical resources.
• Conduct system updates, software patches, and upgrades to maintain security and functionality.
• Assist with monitoring and managing IT assets, including inventory tracking and lifecycle management.
• Familiarity with Networking such as TCP/IP, renewing IPs, troubleshooting network connectivity, and troubleshooting VPN connections.
• Collaborate with IT team members to implement recent technologies and improve processes.
• Adhere to company policies, standards, and compliance requirements while managing IT infrastructure.
• Other duties as assigned

Competencies

Technical Proficiency

• Strong knowledge of hardware, software, operating systems, and networking concepts to diagnose and resolve IT issues effectively. Knowledge with remote desktops and/or “Cloud PCs” a plus.

Problem-Solving Skills

• Ability to analyze issues, identify root causes, and implement solutions in a timely manner.

Communication Skills

• Clear and professional verbal and written communication to explain technical information to non-technical users.

Customer Service Orientation

• Empathy, patience, and a user-focused approach to ensure a positive support experience.

Time Management and Prioritization

• Efficiently handling multiple tasks and prioritizing urgent issues to meet service level agreements (SLAs).

Required Education and Experience

• Associate’s degree in related field preferred
• A , Network certifications and/or minimum of 5 years in a technical or IT helpdesk role will be accepted in lieu of degree.

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk and communicate with others. This may be over the phone, in person, or through email and messaging. The employee is frequently required to sit, stand, walk, and use their hands and fingers to work with the computer, phones, etc. [RS1] This position would also require you to occasionally lift 25-30 pounds.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours as needed.

Travel

No travel is expected for this position.

Work Authorization/Security Clearance

Must be eligible to work in the United States.

AAP/EEO Statement

American Life is an Equal Opportunity Employer.

If you need assistance or accommodation due to a disability, you may contact us at 402-489-8266.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.