HSIG IT Help Desk Technician

Socket.dev; Tyler (TX); On-site; USD 36,000 - 48,000; Full time

Job summary

Heartland Security Insurance Group (HSIG) is seeking an IT Help Desk Technician to join the IT Department. You will provide desktop support, assist users, and handle basic technical issues across VoIP, servers, storage, networks, peripherals, and desktops.

As the first point of contact by phone or email, you will resolve incidents, document steps, and escalate when needed while delivering high‑quality customer service and maintaining up‑to‑date knowledge of technology trends.

Qualifications

• High school diploma or equivalent required.
• At least 1 year in IT Help Desk or similar experience.
• Pursuing an associate's degree.
• General knowledge of computer operations, desktop support, networking and troubleshooting.

Responsibilities

• Assist and support the IT Department with desktop support.
• Serve as the first point of contact for customers seeking technical assistance by phone or email.
• Perform remote troubleshooting and document steps taken.
• Provide accurate information on IT products or services and escalate issues when needed.
• Maintain hardware inventory and administer the ticketing system.
• Train users on client technologies and help resolve system issues.

Skills

Customer service

Troubleshooting

Computer operations

Education

High school diploma or equivalent

Pursuing an associate's degree

Tools

IT ticketing system

VoIP systems

Servers & storage

Printers

Networking

Job description

About Us

Heartland Security Insurance Group (HSIG) is a diversified holding company specializing in insurance, risk management, and financial services. Through our family of subsidiary companies—includingHibbs-Hallmark & Company,Claims Administrative Services (CAS), andContract Claims Services (CCS)—we provide comprehensive solutions that protect businesses, employees, and communities across the country. At HSIG, our culture is built on honesty, integrity, and teamwork. We’re a family business that values hard work — but never at the expense of our families. We believe in supporting one another, focusing on results (not politics), and creating an environment where every associate can thrive personally and professionally. Our team is entrepreneurial and forward-thinking, always looking for opportunities while remaining disciplined and committed to protecting the company’s long-term financial strength. We take pride in offering a comfortable, professional, and fun workplace — one that fosters collaboration, growth, and lasting success. At Heartland, we want every team member to feel valued, inspired, and confident in building a rewarding career and a prosperous future. JoinHeartland Security Insurance Groupand be part of a company that does business the right way — with integrity, balance, and heart. To learn more about Heartland Security Insurance Group please visit: https://www.heartlandsig.com/

IT Help Desk Technician

Primary Responsibility

Assist and support the IT Department with desktop support and customer service. Provide fast and useful technical assistance on computer systems such as VoIP systems, servers, storage, networks, peripherals, and desktops. Answer queries on basic technical issues and offer advice to solve them. Have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution

Essential Functions & Responsibilities

• Assist with desktop support
• Assist with special projects as needed.
• Provide excellent customer service in a timely manner.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Deploy client technologies (PCs, laptops, printers, peripherals, telephony devices, mobile devices, etc.) and provide support to new users.
• Assist staff with incidents or issues affecting the ability to use the client technologies.
• Maintain hardware inventory.
• Administer ticketing system to input and track incidents.
• Train users on client technologies and help them resolve system issues
• Keep abreast of current developments and trends in area of expertise.
• Utilize company change management process to document decommissioning or implementation of desktops and laptops.
• Create and maintain processes and procedures related to area of responsibility.

Additional Functions & Responsibilities

• Other duties as assigned

Required Qualifications

• High school diploma or equivalent.
• At least 1 year of IT Help Desk experience or similar.
• Pursuing an associate's degree.
• A general knowledge of computer operations, desktop support, networking, and troubleshooting.