Help Desk/Service Specialist
Location: Hybrid – Springfield, IL (2-3 days on-site)
About the role
Provides technical support to clients by analyzing, identifying, and resolving client issues, including: PC, server or mainframe applications, and hardware. May interact with network service, software systems engineering, or applications development to restore service and identify and correct core problems. Simulates or recreates user problems to resolve operating difficulties. Issues can vary from simple questions to more complicated matters. Handles many requests in a short amount of time and is responsible for client satisfaction.
Responsibilities
- Basic/Intermediate level understanding of Operating Systems, Software and printer installations, networking (wireless and cabled), MS Office products, email, and customer support.
- Ability to multitask in a fast-moving, busy environment.
- Under direct supervision, responds to and diagnoses problems through discussion with users.
- Resolves basic/intermediate level problems while referring more complex problems to senior-level staff.
- Performs duties within the guidelines and SLAs as defined by department standards.
- Creates incident and request tickets in a timely and accurate manner as specified by department guidelines.
- Answers client questions and provides information, advice, or instructions to callers.
Requirements
- Relevant technical education at a vocational level and relevant experience in a technical help desk environment.
- May be required to be on-call.
- Work hours may extend beyond normal work hours.
- Ability to work remotely for business continuity purposes, if required.
- Service orientation with good phone and written business skills.
Pay
Salary Range: $24.18 - $33.05 per hour
About the company
Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN), and we have more than $12 billion in assets.
We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.