IT Help Desk

Cross Insurance; Augusta (ME); On-site; USD 29,000 - 34,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with match

Paid time off

Job summary

Cross Insurance is seeking an IT Support Specialist to ensure smooth computer operations for end users. The role involves handling help requests, deploying software, and resolving incidents with both remote and on-site support.

Excellent communication and problem-solving skills are essential. Duties include logging incidents, providing timely resolutions, and contributing to continuous improvement initiatives.

Qualifications

• College diploma or university degree in computer science or 1 year of equivalent IT support experience.
• Strong communication and customer service skills.
• Good working knowledge of desktop and mobile operating systems (Windows, Android, iOS).

Responsibilities

• Provide first contact IT support via phone, email, chat, and ticket system.
• Deploy software using distribution tools per end-user requests.
• Prioritize and escalate incidents with proper documentation.
• Use remote tools to troubleshoot and resolve issues; perform hands-on fixes when needed.
• Record all actions from initial request to final resolution in the ticketing system.
• Test fixes and suggest improvements to reduce repeat issues.

Skills

Communication

Customer service

Problem-solving

Education

College diploma or university degree in computer science

Tools

Remote desktop tools

Diagnostic utilities

Job description

The Cross Family of Agencies welcomes you. We need your talent and expertise.The IT Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain expectations. Problem resolution may involve the use of diagnostic and help request tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.ResponsibilitiesDeploy software using distribution tools and processes as requested by end usersProvide first contact support of incoming requests to the service desk via telephone, email, chat, ticket system to ensure courteous, timely, and effective resolution of end-user issuesPrioritize incidents and service requestsEscalate incidents with accurate documentation to applicable group, when requiredRecord, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolutionUse remote tools and diagnostic utilities to aid in troubleshootingResearch solutions through internal and external knowledgebase as neededIdentify and learn appropriate software and hardware used and supported by the organizationPerform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determinedTest fixes to ensure an incident has been adequately resolvedProvide suggestions for continual improvementPosition RequirementsCollege diploma or university degree in the field of computer science or minimum 1 year equivalent work experienceKnowledge of basic computer hardware, including laptops, docking stations, printers, scanners, monitors, cell phones, and desktopsExperience with desktop and phone operating systems, including Android, Iphone, Windows 11Working knowledge of a range of diagnostic utilitiesExceptional written and oral communication skillsExceptional interpersonal skills, with a focus on rapport building, listening, and questioning skillsPersonal AttributesAbility to conduct research into a wide range of computing issues as requiredAbility to absorb and retain information quicklyAbility to present ideas in a user-friendly mannerHighly self-motivated and directedAttention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a fast-paced environmentExceptional customer service orientationExperience working in a team-oriented, collaborative environmentWork Conditions40-hour work week on-site as requiredSitting for extended periods of timeDexterity of hands and fingers to operate a computer keyboard, mouse, and other computer componentsLifting and transporting of moderately heavy objects, such as computers and peripheralsCompensation: The base salary range for this role is $21–$25 hourly. Actual compensation will be based on factors including location, skills, experience, and internal equity. Cross Insurance offers a comprehensive benefits package including medical, dental, vision, 401(k) with match, paid time off, and more.