Information Technology Help Desk

Reliance Partners; Phoenix (AZ); On-site; USD 40,000 - 60,000; Full time

Job summary

A leading insurance technology firm in Phoenix is seeking a Help Desk Technician to provide technical support and assistance to users. The ideal candidate should have a Bachelor's degree and experience in technical support roles. Responsibilities include troubleshooting software issues, guiding users, and conducting training sessions. This full-time position emphasizes communication and problem-solving skills within a collaborative IT team.

Qualifications

• Experience in a technical support or help desk role.
• Comfortable troubleshooting software and network-related issues.
• Strong problem-solving and analytical thinking skills.

Responsibilities

• Respond to user inquiries and resolve software issues.
• Guide users through solutions and document resolutions.
• Conduct training sessions for software applications.

Skills

Technical support experience

Excellent communication skills

Problem-solving skills

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.

Overview

We are seeking a highly skilled and customer-focused Help Desk Technician to join our IT support team. You will provide technical assistance and support to users regarding software applications, systems, and related technologies, with the objective of ensuring timely and effective problem resolution to enhance user productivity and satisfaction.

Responsibilities

• Respond to user inquiries and diagnose and resolve software and application-related issues via phone, email, or in-person interactions.
• Guide users through solutions, document resolutions, and escalate to appropriate teams when necessary, maintaining ownership until issue resolution.
• Conduct training sessions and create clear, user-friendly documentation to help employees utilize software applications.
• Identify areas for user education to improve efficiency and maintain the internal knowledge base with troubleshooting guides, FAQs, and best practices.
• Support installation, updating, and upgrading of software on user devices; 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 in the internal ticketing system; analyze patterns to address common problems and contribute to long-term solutions.
• Stay up to date with new technologies and participate in meetings, knowledge-sharing sessions, and training programs; recommend improvements to help desk operations.

Qualifications

• Bachelor’s degree in computer science, information technology, or related field preferred; equivalent work experience considered.
• Experience in a technical support or help desk role; comfortable troubleshooting software, operating systems, and network-related issues.
• 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; ability to explain technical information clearly 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 a plus.

About Reliance Partners

Reliance Partners, LLC is committed to fostering a diverse and inclusive workplace. We are 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.

Employment details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: Insurance

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Note: This description reflects the responsibilities and qualifications for the Information Technology Help Desk role and is intended for applicants and internal use.