Help Desk/Service Specialist

Horace Mann; Springfield (IL); Hybrid; USD 33,000 - 46,000; Full time

Job summary

Horace Mann in Springfield, IL is seeking a Technical Support Specialist to provide frontline assistance to clients. You will analyze, identify, and resolve issues across PCs, servers, and applications, coordinating with other teams to restore service.

The role requires multitasking in a fast-paced environment, responding under supervision, and adhering to SLAs. This hybrid position includes 2-3 days on-site with potential on-call responsibilities.

Qualifications

• Basic to intermediate knowledge of operating systems, software and printer installations.
• Networking skills (wireless and wired) and familiarity with MS Office and email.
• Customer support experience with focus on user satisfaction.

Responsibilities

• Provide technical support to clients by analyzing and resolving issues across PC, server or mainframe applications.
• Interact with network/service teams to restore service and identify root causes.
• Create incident tickets and communicate solutions or workarounds to users.
• Respond to and diagnose problems under supervision and adhere to SLAs.
• Multitask in a fast-moving environment while maintaining client satisfaction.

Skills

Operating systems

Software installation

Printer installation

Networking (wireless & wired)

MS Office

Email

Customer support

Education

Vocational technical education

Job description

Location: Hybrid - Springfield, IL (2-3 days on-site)

Provides Technical support to clients by analyzing, identifying, and resolving client issues, including: PC, server or mainframe applications, and hardware. May interact with network service, software systems engineering, or applications development to restore service and identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Issues can vary from simple questions to more complicated matters. Handles many requests in a short amount of time and is responsible for client satisfaction.

Responsibilities:

• Basic/Intermediate level understanding of Operating Systems, Software and printer installations, networking (wireless and cabled), MS Office products, email, customer support.
• Ability to multitask in a fast moving, busy environment.
• Under direct supervision, responds to and diagnoses problems through discussion with users.
• Resolves basic/intermediate level problems while referring more complex problems to senior level staff.
• Performs duties within the guidelines and SLA’s as defined by department standards.
• Create incident and request “tickets’ in a timely and accurate manner as specified by department guidelines.
• Answers client questions and provide information, advice, or instructions to callers.

Requirements:

• Relevant technical education at a vocational level and relevant experience in a technical help desk environment.
• May be required to be on-call.
• Work hours may extend beyond normal work hours.
• Ability to work remotely for business continuity purposes, if required.
• Service orientation with good phone and written business skills.

Salary Range: $24.18 - $33.05

• Salary is commensurate to experience, location, etc.

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have more than $12 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status