Help Desk Technician

XPT Specialty is a premier specialty insurance Wholesale Broker, Managing General Agent (MGA), and Managing General Underwriter (MGU) with a widespread presence nationwide. Through a wealth of experience and exceptional service, we capitalize on our extensive network of distributors and carriers to service the needs of retail insurance agents across the country.

XPT Specialty is actively seeking a Help Desk Technician to assist with employee onboarding, training, and support. The Help Desk Technician will primarily focus on managing incoming help desk tickets, troubleshooting issues, resolving them, and providing essential support for business applications and system administration.

The successful candidate must be capable of working independently with minimal supervision. They should be highly organized and able to consistently meet deadlines. Familiarity with Outlook Support and Windows 10/11 is essential for this role, as all users primarily use Outlook for communication and access Azure Virtual Desktops through Windows machines.

Responsibilities:

• Process and manage incoming Help Desk tickets
• Triage tickets and escalate complex issues to the appropriate experts
• Provide support to end-users through various communication channels, including email, phone calls, and remote access software
• Assist the IT team with onboarding and training of new hires
• Create accounts for new hires
• Develop and maintain documentation for troubleshooting procedures
• Proactively seek knowledge about custom business applications to address common issues and provide timely assistance to staff
• Continuously focus on self-training and education to effectively support the company's technology
• Proactively identify and raise system concerns in a timely manner
• Contribute to various IT projects as required

Requirements:

• High school diploma or equivalent required
• Minimum 2 years’ experience in a service or help desk role
• Bachelor's degree in a relevant technical field preferred, though not mandatory
• MS, Azure, A , or other equivalent desktop certifications preferred but not required
• Moderate proficiency with Windows OS, MS Server 2016/2019, and Office 365 is expected
• Familiarity with remote desktop support software (GoTo, ScreenConnect, etc.)
• Strong troubleshooting and problem solving skills required
• Background or understanding of the insurance industry is beneficial
• Experience with insurance software systems is a plus
• Excellent written and verbal communication skills, along with outstanding customer service capabilities required
• Proven organizational skills with the ability to prioritize tasks and manage multiple responsibilities effectively
• Deadline driven with a proven ability to focus on short-term and long-term goals simultaneously
• Must excel in a collaborative, team-oriented environment
• Demonstrated ability to work independently, exhibiting a sense of urgency and initiative
• Quick learner with the capability to adapt to new business software and system environments
• Strong willingness to learn and understand business processes is essential
• Adept at navigating challenging interactions with colleagues or customers while maintaining a professional demeanor

Benefits:

• Retirement plan with company match
• Medical
• Dental
• Vision
• Long Term Disability
• Flexible spending account
• Health savings account
• Life insurance
• Paid time off
• Schedule:
• Hybrid schedule
• 8-hour shift
• Monday to Friday

Schedule:

• Hybrid work arrangement offered after successful completion of training period
• Monday through Friday with traditional business hours

When applying for this position, please include a cover letter highlighting your relevant experience.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.