First-Line IT Support Specialist & Training Expert

Desmet Farm Mutual Insur Co; South Dakota; On-site; USD 43,000 - 55,000; Full time

Job summary

Desmet Farm Mutual Insur Co. is seeking a Help Desk Support specialist to provide first-line contact, support, and resolution for basic IT requests.

The role requires handling incidents via phone, in-person, and digital channels with a focus on excellent customer service and documenting issues for escalation. Responsibilities include account management, user training, and maintaining SLAs while escalating complex problems to specialized teams.

Qualifications

• Two years of college or technical school training or equivalent experience.
• Experience in hardware, software, and network troubleshooting.
• Customer service training and/or experience preferred.
• Experience in a Help Desk role or other IT support role preferred.

Responsibilities

• Provide prompt support for all Information Technology applications, products, and services.
• Create, disable, reset, and unlock accounts as necessary for access to company resources.
• Provide user training on basic use of all Information Technology applications, products, and services.
• Provide excellent customer service to all internal and external customers.
• Create support tickets for all incoming calls and requests.
• Resolve basic requests with first call resolution.
• Escalate all issues that cannot be resolved on first call to the appropriate team.
• Follow up on all issues and assure resolution.
• Adhere to all department SLAs.
• Follow industry and compliance best practices to maintain a secure and resilient enterprise infrastructure at all levels.
• Maintain knowledge of current technical and industry practices and developments through continuing education.
• Perform other duties as assigned.

Skills

Hardware troubleshooting

Software troubleshooting

Network troubleshooting

Customer service

Training experience

Education

Two years of college/technical training

Job description

Desmet Farm Mutual Insur Co. is seeking a Help Desk Support specialist to provide first-line contact, support, and resolution for basic IT requests.

The role requires handling incidents via phone, in-person, and digital channels with a focus on excellent customer service and documenting issues for escalation. Responsibilities include account management, user training, and maintaining SLAs while escalating complex problems to specialized teams.