Service Desk Administrator - Remote

Overview

As a Service Desk Administrator at Tower Hill Insurance Group, you will provide professional IT support services across multiple stakeholder groups, ensuring exceptional service and support.

In Short

• Provide Service Desk phone support and manage call volumes.
• Manage and prioritize support tickets using Jira Service Management.
• Serve as the escalation point for troubleshooting hardware and software issues.
• Analyze ticket trends and recommend process improvements.
• Monitor and maintain Service Level Agreements (SLAs).
• Create and maintain Service Desk performance dashboards.
• Conduct proactive outreach to departments for IT needs.
• Collaborate with departments to identify recurring issues.
• Maintain accurate documentation of procedures and troubleshooting steps.
• Assist with IT asset management.

Requirements

• High School Diploma or GED required; Bachelor's preferred.
• 3+ years of IT support experience.
• Proficiency with Windows and Mac operating systems.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Familiarity with IAM solutions like Active Directory.
• Understanding of ITIL frameworks and SLA management.
• Strong customer service skills.
• Ability to explain technical concepts to non-technical users.

Benefits

• Medical, Dental, and Vision Insurance.
• Life & Disability Insurance.
• 401(k) plan.
• Health Savings Account.
• Paid time off & Holiday pay.