Helpdesk Technician
Risk & Insurance Education Alliance is dedicated to creating professionals through practical education in the risk management and insurance industry. The Helpdesk Technician serves as the first point of contact for IT-related incidents, providing exceptional customer service while managing user support needs 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