HSIG IT Help Desk Technician

Heartland Security Insurance Group•Tyler, TX

About The Position

Heartland Security Insurance Group (HSIG) is a diversified holding company specializing in insurance, risk management, and financial services. Through our family of subsidiary companies—including Hibbs-Hallmark & Company, Claims Administrative Services (CAS), and Contract Claims Services (CCS)—we provide comprehensive solutions that protect businesses, employees, and communities across the country. At HSIG, our culture is built on honesty, integrity, and teamwork. We’re a family business that values hard work — but never at the expense of our families. We believe in supporting one another, focusing on results (not politics), and creating an environment where every associate can thrive personally and professionally. Our team is entrepreneurial and forward-thinking, always looking for opportunities while remaining disciplined and committed to protecting the company’s long-term financial strength. We take pride in offering a comfortable, professional, and fun workplace — one that fosters collaboration, growth, and lasting success. At Heartland, we want every team member to feel valued, inspired, and confident in building a rewarding career and a prosperous future. Join Heartland Security Insurance Group and be part of a company that does business the right way — with integrity, balance, and heart.

Requirements

High school diploma or equivalent.
At least 1 year of IT Help Desk experience or similar.
Pursuing an associate's degree.
A general knowledge of computer operations, desktop support, networking, and troubleshooting.

Responsibilities

Assist with desktop support
Assist with special projects as needed.
Provide excellent customer service in a timely manner.
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
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.
Other duties as assigned