Role Description The Junior Helpdesk Specialist supports day-to-day IT helpdesk operations by triaging support requests and coordinating equipment logistics. This role ensures tickets are routed, documented, and resolved efficiently while maintaining the equipment hub for new hire setups, replacement devices, returns, and redeployment. This is an opportunity for a service-oriented professional ready to build a career in IT support within a fast-paced, multi-division insurance holding company. Qualifications - 1-3 years of experience in IT support, service desk operations, technical operations, or asset coordination preferred. - Working knowledge of Windows devices, Microsoft 365, Microsoft Entra ID, Active Directory, desktop support tools, and basic networking fundamentals preferred. - High school diploma or equivalent required; associate’s degree or IT coursework preferred. - CompTIA A+ or other entry-level IT certification a plus. Requirements - Communication Skills: Communicates clearly and professionally with end users at all levels of technical familiarity. Translates technical concepts into plain language. Keeps stakeholders informed on ticket status, equipment timelines, and resolution steps. - Problem Solving and Triage: Applies structured troubleshooting to identify root causes and resolve or properly escalate issues. Gathers the right details upfront to reduce back-and-forth and avoid delays. Exercises sound judgment in determining when to resolve independently versus when to escalate. - Customer Service Orientation: Approaches every interaction with patience, professionalism, and a genuine commitment to resolution. Follows up proactively, meets response expectations, and treats every user interaction as a reflection of the IT team's service quality. - Organizational Skills and Attention to Detail: Manages multiple open tickets and equipment requests simultaneously without losing accuracy. Maintains current, reliable records for asset tracking, device assignments, and case documentation. Prioritizes effectively based on urgency and business impact. - Accountability and Follow-Through: Takes ownership of assigned tickets and equipment tasks from start to finish. Follows up without being prompted, escalates when appropriate, and ensures nothing falls through the cracks. - Technical Aptitude and Continuous Learning: Demonstrates working knowledge of helpdesk tools, endpoint hardware, and common desktop support environments. Actively builds technical knowledge and contributes to documentation and knowledge base resources that improve team efficiency over time. Benefits - 401k + employee match - Medical, Dental, Vision, Life, and Disability Insurance - Paid Time Off (PTO) - Paid Holidays - Paid Parental leave - Paid Sick leave - Professional development programs - Work-life quality and flexibility Duties/Responsibilities - Ticket Triage and Support Coordination - Monitor incoming support tickets and route requests in line with service expectations. - Prioritize urgent issues and coordinate assignment to the appropriate IT team member or subject matter expert. - Gather details needed to support troubleshooting, including issue descriptions, screenshots, affected applications, and reproducibility. - Resolve issues when appropriate or escalate tickets to the right technician or specialist for further support. - Track ticket progress, follow up as needed, and maintain clear and accurate case documentation. - Maintain technical documentation and contribute to the IT knowledge base, including user-facing how-to guides as needed. - Equipment and Asset Management - Order, receive, stage, and maintain equipment inventory for new hire deployments and scheduled device replacements. - Maintain accurate asset records, including device assignments, equipment movement, and replacement schedules. FLSA Status & Compensation This is a non-exempt position, eligible for overtime pay in accordance with applicable federal and state law. The hourly pay range for this role is $24.00 - $27.00 per hour. Actual compensation will be determined based on experience, skills, and other job-related factors.