IT Helpdesk Specialist

American Life Financial Partners, LLC.•Lincoln, NE

2d•Onsite

About The Position

American Life is a rapidly growing financial services holding company, seeks a highly analytical, hands-on, and energetic team player to join us as an IT Help Desk Specialist. 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). Summary/Objective The IT Help Desk Specialist is responsible for maintaining Customer service for external clients, agents, and IMOs, as well as internal client service for the company’s computers, network, technical equipment, and security systems. This includes working with third-party vendors and support entities. This position requires directly interacting with non-technical clients to help with minor computer issues and all IT-related training.

Requirements

Strong knowledge of hardware, software, operating systems, and networking concepts to diagnose and resolve IT issues effectively.
Ability to analyze issues, identify root causes, and implement solutions in a timely manner.
Clear and professional verbal and written communication to explain technical information to non-technical users.
Empathy, patience, and a user-focused approach to ensure a positive support experience.
Efficiently handling multiple tasks and prioritizing urgent issues to meet service level agreements (SLAs).
Associate’s degree in related field preferred
A+, Network+ certifications and/or minimum of 5 years in a technical or IT helpdesk role will be accepted in lieu of degree.
Must be eligible to work in the United States.

Nice To Haves

Knowledge with remote desktops and/or “Cloud PCs” a plus.

Responsibilities

Provide technical support and troubleshooting for hardware, software, and network-related issues via phone, email, or in-person.
Respond to and resolve user-reported issues, ensuring timely follow-up and resolution.
Install, configure, and maintain computer systems, applications, printers and peripherals.
Document and track effort in all service requests, incidents, and solutions using helpdesk ticketing system.
Write knowledge base articles in ticketing system if encountering a new issue, problem or incident type.
Educate users on best practices, software functionality, and preventive measures.
Escalate complex issues to higher-level technical teams, as necessary.
Maintain an up-to-date knowledge base of solutions, FAQs, and technical resources.
Conduct system updates, software patches, and upgrades to maintain security and functionality.
Assist with monitoring and managing IT assets, including inventory tracking and lifecycle management.
Familiarity with Networking such as TCP/IP, renewing IPs, troubleshooting network connectivity, and troubleshooting VPN connections.
Collaborate with IT team members to implement recent technologies and improve processes.
Adhere to company policies, standards, and compliance requirements while managing IT infrastructure.
Other duties as assigned