Service Desk Specialist - 4:00pm-12:30am

• Only Considering local candidates at this time

• Must be a US Citizen or Green Card holder.

• No other visa status will be considered.

• Serve as the first point of contact for end users by providing technical support via live chat, self-service portal, and phone

• Diagnose, troubleshoot, and resolve hardware, software, and application-related incidents and service requests

• Document, categorize, prioritize, and manage incidents and requests accurately within the ticketing system

• Use published Knowledge Base (KB) articles to ensure consistent, compliant, and efficient issue resolution

• Ask targeted questions to fully understand the user's issue and determine the appropriate resolution path

• Resolve issues at first contact when possible and escalate appropriately to higher-level support teams when outside scope

• Adhere to defined SLAs, response times, and resolution targets

• Participate in shift-left initiatives by resolving eligible requests and incidents at the Service Desk level to reduce dependency on higher-tier support groups

• Utilize approved procedures, automation, and knowledge articles to enable first-contact resolution of common user issues

• Provide baseline User Access Management (UAM) support, including:

• Identity verification and user validation in accordance with company policy
• Assisting with access requests using approved workflows and forms
• Executing password resets, account unlocks, and basic access provisioning/deprovisioning activities where authorized

• Ensure all access-related requests follow least privilege principles, documented approvals, and audit requirements
• Escalate complex or exception-based access requests to appropriate IAM, security, or application owner teams
• Support continuous improvement of shift-left and UAM processes by identifying recurring requests suitable for knowledge articles, automation, or self-service enablement
• Maintain accurate documentation and ticket notes to support audit, compliance, and security reviews
• Act as an initial trigger for critical/major incident management, engaging appropriate technical and incident management teams
• Coordinate with technical teams and provide timely, clear updates to users and stakeholders until resolution
• Maintain a strong customer service focus, ensuring a positive support experience
• Contribute to continuous improvement initiatives, including:

• Knowledge Base creation and updates
• Process improvements
• Self-development and skill enhancement

• Participate in team meetings to identify operational challenges and collaborate with leadership on timely resolutions, Resumes submitted for this or any other position without prior authorization from Human Resources will be considered unsolicited. BWS and / or its affiliates will not be responsible for any fees associated with unsolicited submissions.

• 2-3+ years of relevant experience in IT support, service desk, or a related role (or equivalent combination of education and experience)
• Working knowledge of ITIL concepts and service management best practices
• Experience supporting users in a corporate environment (financial services experience is a plus)
• Strong ability to troubleshoot and resolve technical issues with sound judgment
• Excellent verbal and written communication skills
• Ability to clearly explain technical concepts, procedures, and workarounds to non-technical users
• Strong documentation and organizational skills

Preferred / Nice to Have

• Experience with ticketing systems (e.g., ServiceNow)
• Familiarity with Knowledge-Centered Service (KCS)
• Experience supporting identity, access, and collaboration tools (e.g., M365, VPN, MFA)
• Customer service, call center, or high-volume support experience

PLEASE NOTE:

Applicants must be legally authorized to work in the United States. At this time, we are not able to sponsor or assume sponsorship of employment visas.

We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program-including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

Shared Services Argo and Farm Family are specialty property and casualty insurance brands whose underwriting companies are wholly-owned subsidaries of Clearbrook Holdings Inc. Argo and Farm Family partner with agents and brokers to provide insurance solutions that enable businesses to manage risks with confidence.