Help Desk Specialist

Texas Farm Bureau and Affiliated Companies; Waco (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Texas Farm Bureau Casualty Insurance Company, Information Systems Department, seeks an entry to mid-level IT helpdesk professional to provide first line technical support for employees across corporate systems. Responsibilities include troubleshooting hardware/software, conducting end-user trainings, and escalating tickets as needed.

The role requires 1–2 years of experience, an associate degree or higher in a computer-related field, and strong problem-solving and communication skills.

Qualifications

• Associate degree or above in a computer related field.
• 1-2 years’ experience in similar role.
• Strong problem solving abilities.
• Strong oral and written communication skills.
• Proficient in Microsoft Office software.
• Proficiency in PC OS, PC hardware, printer hardware, and network-adjacent tools.

Responsibilities

• Provide first line technical support for employees with regard to corporate business needs.
• Research and understand the logic of complex programs and systems.
• Conduct walk-throughs and provide overview training to end users.
• Update and resolve helpdesk work orders per established procedures.
• Escalate problems/work orders to appropriate personnel as needed.
• Communicate with vendors for problem resolution as needed.
• Provide after-hours problem resolution as required.
• Manage multiple projects and requests simultaneously.

Skills

Problem solving

Communication skills

Typing 30 WPM

Willingness to learn

Education

Associate degree or above in a computer related field

Tools

Microsoft Office 365

Microsoft Intune

Azure

Active Directory

Access Manager

CICS

PC Operating Systems

PC Hardware

Printer Hardware

Mobile Device Operating Systems

Job description

Company Name: Texas Farm Bureau Casualty Insurance Company | Department: Information Systems

This position is responsible for providing first line technical support for employees with regard to corporate business needs.

MAJOR RESPONSIBILITIES AND AUTHORITY

Research and understand the logic of complex individual computer programs and systems.

Conduct walk-thrus and provide overview training to end users.

Report status on assigned projects.

Provide after-hours problem resolution as required.

Troubleshoot and resolve problems with corporate equipment hardware and software.

Escalate problems/work orders to appropriate personnel as needed.

Communicate with vendors for problem resolution as needed.

Update and resolve helpdesk work orders per established procedures.

Provide recommendations for improvements to procedures.

Manage multiple projects and requests simultaneously.

Comply with the Certified Fleet Operation requirements of the Company Driving and Safety Policy.

Other duties as assigned.

MINIMUM POSITION QUALIFICATIONS

Associate degree or above in a computer related field 1-2 years’ experience.

Strong problem solving abilities.

Ability and willingness to learn and extend skills.

Strong oral and written communication skills.

Proficient in use of Microsoft Office software required for this job.

Proficiency in the following technical skills:

• PC Operating Systems
• PC Hardware
• Printer Hardware
• Microsoft Office 365 Application Software
• Microsoft Intune
• Azure
• Mobile Device Operating Systems
• Access Manager
• Active Directory
• CICS

Willing to travel as required.

Ability to type 30 WPM without errors.

Valid Texas driver’s license and driving record at the time of hire which would not place the employee on probation, or disqualify the employee from Certified Fleet Operator status under the Company Driving and Safety Policy.

PHYSICAL REQUIREMENTS

Use of PC, telephone, copy machine, fax, and other office equipment over six (6) hours per day.

Extended periods of sitting and concentration.

Occasional bending, twisting, crouching, pulling, pushing, lifting, and moving items weighing up to 30 lbs.

WORKING CONDITIONS

Occasional long, irregular hours.

Occasional travel by auto or other public transportation.

Work to be conducted in office environment owned or leased by company.