IT Help Desk Technician: Desktop & User Support

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 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