IT Help Desk Assistant
About The Position
American Life is a rapidly growing financial services holding company and seeks a motivated, detail-oriented, and service-driven individual to join us as an IT Help Desk Assistant. We operate as a modern insurance-holding company focused on long-term growth. Our objective is to foster and cultivate our relationships to sell and administer annuity products through third-party independent marketing organizations (IMOs). The IT Help Desk Assistant provides first-level (Tier 1) technical support to internal employees and assists with maintaining the company’s day-to-day IT operations. This entry-level role focuses on resolving routine technical issues, supporting hardware and software needs, and ensuring a positive user experience for both onsite and remote employees. The position works under close supervision and escalates more complex issues to senior IT staff or external vendors as needed.
Requirements
- Foundational understanding of computers, operating systems, and common business applications; willingness to learn new technologies.
- Ability to follow established procedures to troubleshoot and resolve routine technical issues.
- Clear and approachable communication style with the ability to explain technical concepts to non-technical users.
- Strong focus on delivering a positive support experience with patience and professionalism.
- Accurately documents issues, resolutions, and asset tracking information.
- Ability to manage multiple basic support requests while prioritizing urgent issues appropriately.
- Associate’s degree in Information Technology or related field preferred, or 0–2 years of experience in a technical support, customer service, or help desk environment
- Must be eligible to work in the United States.
Nice To Haves
- Relevant certifications such as CompTIA A+ are a plus but not required
Responsibilities
- Provide timely first-level technical support for basic hardware, software, and network-related issues for onsite and remote employees.
- Respond to user inquiries via phone, email, or in-person and ensure prompt follow-up through resolution.
- Create, document, and track service requests and incidents within the help desk ticketing system.
- Assist with installation, configuration, and support of company-approved software and hardware, including desktops, laptops, printers, and peripherals.
- Perform routine troubleshooting and minor repairs on PCs, laptops, monitors, and printers.
- Assist with Entra ID/Azure AD tasks such as account setup for new hires, password resets, and account deactivations.
- Maintain and support printers, including coordinating vendor service or repairs as needed.
- Track and maintain inventory of IT assets, including hardware and software lifecycle updates.
- Escalate unresolved or complex technical issues to appropriate internal teams or external support providers.
- Support system updates, patches, and basic maintenance activities as directed.
- Provide basic user guidance on standard applications, systems, and IT best practices.
- Collaborate with IT team members to support ongoing technology initiatives and process improvements.
- Adhere to company policies, standards, and security protocols when handling IT systems and data.
- Other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
