Help Desk Technician

Berkshire Hathaway Direct Insurance Company•Omaha, NE

15h•$20 - $27•Hybrid

About The Position

biBerk is building a cloud-first, API driven, dynamic insurance platform that enables customers to purchase insurance policies directly online. Expanding our team, we are adding a IT Help Desk Technician to provide technical support to our employees. The IT Help Desk Technician serves as the first point of contact for employees or clients seeking technical assistance. This role involves diagnosing and resolving issues related to hardware, software, and networks to minimize downtime and maintain organizational productivity. This is a hybrid role that requires in office work from our Omaha, NE office.

Requirements

Education: An Associate's or Bachelor’s degree in Computer Science or Information Technology/Related field or equivalent working experience.
Experience: 3-4 years of proven experience in a helpdesk/desktop technical support role.
Ability: Working from 8 : 00AM – 4:30PM CST or EST depending on the office, this is currently a hybrid role with both in-office and work from home opportunities (subject to change). This role is open to candidates near either the Omaha, NE office or Pittston, PA office.
Technical Proficiency: Strong understanding of computer systems, mobile devices, security / MFA, and networking basics (TCP/IP, Wi-Fi).
Soft Skills: Excellent communication to explain technical concepts to non-technical users, patience, and strong problem-solving abilities.

Nice To Haves

Certifications (Preferred): CompTIA A+ (Foundational troubleshooting). Microsoft Certified: Modern Desktop Administrator (Windows support). HDI Desktop Support Technician (Customer service).

Responsibilities

Technical Support: Respond to support requests via ticketing system, phone, email, live chat, or in-person.
Account Administration: Perform basic account tasks such as password resets and user provisioning in Active Directory or Azure AD.
Hardware Configure: Systems include both Windows and MacOS for employee use. Remove user access: When they are no longer with organization, complete documentation and hardware tracking.
Troubleshooting: Diagnose and resolve issues with operating systems (Windows, macOS), software applications, and hardware peripherals like printers and scanners.
Ticket Management: Manage, prioritize, and document all service requests in a ticketing system (e.g., Fresh Service).
Install software: As required to support the business needs.
System Maintenance: Assist with hardware/software installations, updates, and security patches.
Escalation: Identify complex problems and escalate them to higher-level (Tier 2 or Tier 3) technical support teams.
Documentation: Create and maintain internal knowledge base articles and user training manuals.

Benefits

Medical (PPO/HDHP), vision, disability, and life insurance.
Enhanced dental plan with orthodontia coverage in addition to a standard plan.
Generous PTO plan for all benefit-time eligible employees.
Paid company holidays and 4 floating holidays.
Paid parental leave.
Employee Retirement Savings Plan/401(k) with company match and immediate vesting.
Education Assistance Program that offers 100% upfront tuition reimbursement after 6 months of service for approved degree programs.
Service Recognition Program that provides a monetary award to be used toward a vacation every 5 years of employment.
Wellness Initiatives that include Fitness Center and Weight Watchers Reimbursement programs.
Voluntary benefits that include accident, critical illness, and hospital indemnity.
Employee discount and rewards program on travel, tickets, electronics, home, and more.