Help Desk Support Specialist

North Risk Partners, LLC • West Des Moines, IA

8h • Hybrid

About The Position

The Help Desk Support Specialist role focuses on supporting North Risk Partners' team members (end users) through the help desk system. This role will learn North Risk's best practices for providing user support and customer service on company-supported computers, network, server, telephony applications, and more.

Requirements

• High school degree or equivalent required
• Related experience in troubleshooting and providing help desk support
• A role model for North Risk Partners’ core values, mission, and desired culture
• Demonstrate enthusiasm and a positive attitude
• Professionally and positively represent North Risk Partners to all coworkers, clients, and external stakeholders
• A team player who collaborates and works well with his/her coworkers
• A professional who demonstrates the ability to carry on a conversation with clients, Risk Advisors, and other coworkers within North Risk Partners

Nice To Haves

• Associate's or Bachelor's degree in Information Systems or related field preferred, but not required

Responsibilities

• Respond to and resolve IT Help Desk requests using strong analytical and problem-solving skills
• Log, track, and document all issues and resolutions in ServiceNow
• Maintain clear, complete ticket notes that support auditability and repeatable operations
• Create and update knowledge base articles to improve first-contact resolution
• Provide on-site IT support for the West Des Moines and nearby offices, including infrastructure and field services work
• Support laptops, printers, meeting room technology, and common network/connectivity issues
• Perform employee onboarding and offboarding, including equipment provisioning, application setup, and access changes
• Follow established change management practices for planned work, including verification steps and rollback readiness
• Handle sensitive information appropriately, treating data as sensitive by default and applying minimum-necessary access when working with PII and PHI
• Support compliance and audit readiness by maintaining required documentation and evidence in a regulated insurance environment
• Assist with IT projects and company-wide initiatives, such as user training, software deployments, system upgrades, and platform migrations
• Support and learn agency-specific software applications used across the organization
• Stay current with technology trends, system updates, and best practices relevant to end-user computing and IT service delivery

Benefits

• health
• dental
• vision
• short-term and long-term disability
• life
• long-term care
• 401(k) plan
• continuing professional education and development
• volunteer time off
• paid time off
• paid holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED