Desktop Support Specialist

At Ideal Concepts, we build advanced software and internet applications that tie complicated multi-platform back-end systems to leading-edge, innovative, front-end web software technology. We embrace the newest technologies and place an extreme emphasis on both technology and client service. This effort leads to Ideal Concept's building of innovative technology in our own part of the industry and inspirers others in the IT industry to do the same. Desktop Support Specialist: As a Desktop Support Specialist, you will represent the IT department as the first-line of support for the organization's employees. Each Desktop Support Specialist is expected to "keep a pulse": on the operability of company issues equipment and not solely react to issues. Desktop Support Specialists are also expected to assist Ideal Concepts' external, independent sales agents across the United States. Each Desktop Support Specialist is responsible for maintaining their task queue whether it is comprised of onboarding tasks, support tasks, training tasks, asset management tasks, configuration baseline tasks or any combination of the former. Additional support responsibilities for a Desktop Support Specialist included ( but not limited to) configuring and deploying end-user equipment such as laptops, headsets, monitors, troubleshooting end-users' issues related to software, hardware, peripheral devices, other applications specific to our employees and basic support external sales agents. Key Responsibilities: * Support a variety of technical systems including Windows 11, Microsoft Teams, Microsoft Exchange Online etc. * Provide exceptional customer service in person, via phone, via chat and email as appropriate. * Support end-user equipment such as laptops, headsets, printers etc. * Track and log support information in organization's ITSM system. * Maintain the organization's end-user asset inventory within the organization's ITSM system. * Utilize remote desktop control software to aid customer in resolutions. * Escalate calls to the proper functional area based on priority. * Proactively research products for new releases , updates and accurate technical information to identify innovative solutions that increase service and efficiencies. * Perform new hire onboardings including preparation and logistics of equipment. * Maintain the organization's ITSM system knowledgebase and desktop support related procedures. Qualifications: * Bachelor's degree with a minimum 3.0 GPA in Information Technology, Computer Science or related field. * A minimum of 2+ years' in an IT Help Desk position supporting remote users. * Solid knowledge and experience supporting Azure Active Directory, Office 365, Windows 11. * Working Knowledge of desktop applications and cloud services ( Office 365/Azure) * Basic Knowledge of supporting networking components (DNS, DHCP , Email, HTTP, TCP/IP) * Strong ability to communicate technical concepts to non-technical staff. * Excellent ability to multi-task. * Strong time management skills. * Excellent troubleshooting skills * Strong verbal communication and problem-solving skills * Strong desire to learn and grow * Demonstrate and promote company's vision. * performance miscellaneous job-related duties as assigned. Benefits: We have been honored with the Top Workplaces in the Leigh Valley award two years in a row and have topped the Inc. 5000 list for the third year in a row. With our growth track record, you will find unlimited advancement and career development opportunities. * Fully covered health benefits ( 100% company contribution) including major medical, dental , vision and life insurance. * Employee 401k Plan * Generous PTO policy * 8 paid pre-determined holidays * Technology-focused , fast-paced working environment. * Professional Team atmosphere with motivated, career-driven professionals as co-workers. * Expansion and growth with one of the top health insurance marketing companies in the nation. Who We Are: Ideal Concepts Inc has impacted the insurance industry for over 20 years by simplifying the sale of insurance products from carrier to agent to client through cutting edge technology. Through this effort, we stand by our mission to provide flawless solutions with remarkable service to every client. Today, Ideal Concepts is established with over 100 carrier partners in 50 states selling Heatlh, Medicare, Life Property & Casuality as well as suite of supplemental insurance products. As an employee of Ideal Concepts Inc, you will enter a growing and changing environment that is motivated and shaped by our core values of integrity, ingenuity, tenacity, mastery and simplicity. Ideal Concepts Inc has been recognized for its prestigious growth many times, including 6 consecutive years on the Inc 5000 Fastest Growing Companies in America and 4 consecutive years on the local accolade of Lehigh Valley Business Fastest Growing Companies. As part of taking care of our employees, Ideal Concepts provides an excellent benefits package that will take care of you. Ideal Concepts will cover 100% of your premium for major medical, dental, vision and life insurance. You will have access to a competitive 401 program where the company matches a portion of your employee contributions. * Supplemental benefits such as dental, vision, accident, critical illness, and life insurance are subject to state availability and will only be provided if available in your state of residence. Ideal Concepts Inc / InsureMe, Inc provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression or any other characteristics protected by federal, state and local laws.