Information Technology Help Desk

Reliance Partners; Chattanooga (TN); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) plan with company matching

Gym membership discounts

Job summary

A leading insurance firm in Chattanooga is seeking a customer-focused Information Technology Help Desk Technician. You will provide technical assistance regarding software applications and ensure effective problem resolution. The ideal candidate has a Bachelor's degree in computer science, experience in technical support, and strong communication skills. This full-time role offers a collaborative environment with competitive benefits.

Qualifications

• Prior experience in a technical support or help desk role required.
• Strong knowledge of Windows OS, Office 365, and network-related issues.
• Excellent communication skills to convey technical information.
• Excellent communication and customer service skills for non-technical users.
• Industry certifications like CompTIA A+ are a plus.

Responsibilities

• Respond to user inquiries and diagnose software-related issues.
• Document resolution processes and collaborate with team members.
• Conduct training sessions and manage the internal knowledge base.
• Conduct training sessions and create user-friendly documentation.
• Identify education gaps and contribute to the knowledge base.
• Support installation, updating, and upgrading software on user devices.
• Configure and customize applications to meet user needs.
• Collaborate with systems admins and developers for integration.
• Log and track requests via the internal ticketing system.
• Stay current with new technologies and participate in knowledge-sharing.

Skills

Problem-solving

Analytical thinking

Customer service

Communication

Education

Bachelor's degree in computer science or related field

Tools

Windows OS

Office 365

Microsoft Azure

Remote support tools

Ticketing systems

Job description

Join to apply for the Information Technology Help Desk role at Reliance Partners

We are seeking a highly skilled and customer-focused Software and Application Help Desk Technician to join our dynamic IT support team. In this role, you will be responsible for providing technical assistance and support to users regarding software applications, systems, and related technologies. Your primary objective will be to ensure timely and effective problem resolution to enhance user productivity and overall satisfaction throughout the organization.

Key Responsibilities

• Respond to user inquiries, diagnose and resolve software and application-related issues through channels such as phone, email, or in-person interactions.
• Guide users through solutions, document the resolution process, and collaborate with other team members or subject matter experts for complex issues.
• Escalate unresolved problems to the appropriate team while maintaining ownership until resolution.
• Conduct training sessions and create clear, user-friendly documentation to help employees understand and use software applications.
• Identify areas for user education to improve overall efficiency; contribute to maintaining the internal knowledge base with troubleshooting guides, FAQs, and best practices.
• Support installation, updating, and upgrading of software on user devices; help configure and customize applications to meet user requirements.
• Collaborate with system administrators and developers to ensure seamless integration and compatibility of software solutions.
• Log and track service requests through the internal ticketing system; analyze patterns to proactively address common problems and contribute to long-term solutions.
• Stay up to date with new technologies, software developments, and best practices; participate in team meetings, knowledge-sharing sessions, and training programs.
• Recommend and help implement improvements that enhance the efficiency of help desk operations.

Qualifications

• Bachelor's degree in computer science, information technology, or a related field preferred; equivalent experience will be considered.
• Prior experience in a technical support or help desk role required; comfortable troubleshooting software, operating systems, and network-related issues.
• Strong working knowledge of Windows OS, Office 365, Microsoft Azure, and common business applications; familiarity with remote support tools and ticketing systems.
• Excellent communication and customer service skills, able to explain technical information to non-technical users.
• Strong problem-solving, analytical thinking, and ability to work independently in a fast-paced environment.
• Industry certifications such as CompTIA A+ or Microsoft Certified Professional are considered a plus.

Benefits and Work Environment

• Collaborative startup-style environment with flat hierarchies and quick decision-making.
• Competitive salary and generous benefits package including health, dental, vision, and employer-paid life insurance.
• 401(k) plan with company matching; professional training and career development programs; gym membership discounts.

About Reliance Partners

Reliance Partners, LLC is committed to fostering a diverse and inclusive workplace. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Reliance Partners was named one of the Best Workplaces in Financial Services & Insurance by FORTUNE and Great Place to Work, and we are headquartered in Chattanooga.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Information Technology
• Industries: Insurance

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