HSIG IT Help Desk Technician

Heartland Security Insurance Group Inc; Tyler (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

Heartland Security Insurance Group invites applications for an IT Help Desk professional to support desktop systems, VoIP, servers, storage, networks, and peripherals. You will be the first point of contact for customers via phone or email, provide remote and on-site assistance, and guide users through issue resolution with clear communication.

The role emphasizes customer service, quick problem solving, and collaboration with the IT team to maintain smooth technology operations across the

Qualifications

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

Responsibilities

• Assist with desktop support.
• Provide excellent customer service in a timely manner.
• Serve as the first point of contact for customers seeking technical assistance.
• Perform remote troubleshooting and diagnostic questions.
• Determine the best solution based on customer details.
• 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.

Skills

IT Help Desk

Desktop support

Customer service

Troubleshooting

Remote support

Phone support

Education

High school diploma

Pursuing associate's degree

Tools

VoIP systems

Servers

Storage

Networks

Desktops

Job description

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.

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.