IT Helpdesk Specialist

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., * Provide technical support and troubleshooting for hardware, software, and network-related issues via phone, email, or in-person.

• Partner with the company’s Managed Service Provider (MSP) to coordinate IT support, troubleshooting, and issue resolution.
• Maintain and troubleshoot Microsoft Teams Rooms, Zoom Rooms, and other video conferencing systems to ensure reliable meeting and collaboration experiences.
• Respond to and resolve user-reported issues, ensuring timely follow-up and resolution.
• Install, configure, and maintain computer systems, applications, and peripherals.
• Document and track all service requests, incidents, and solutions using helpdesk ticketing systems.
• 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.
• Monitor and manage 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

Technical Proficiency

• Strong knowledge of hardware, software, operating systems, and networking concepts to diagnose and resolve IT issues effectively.

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

• Bachelor’s degree in related field preferred
• A+, Network+ certifications and/or minimum of 6 years in a technical or IT helpdesk role will be accepted in lieu of degree.

Supervisory Responsibility

This position has no supervisory responsibilities., 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. Employees are frequently required to sit, stand, walk, and use their hands and fingers to work with the computer, phones, etc. 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.

American Life 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).