HSIG IT Help Desk Technician

About the Company

Heartland Security Insurance Group (HSIG) is a diversified holding company specializing in insurance, risk management, and financial services. Through its family of subsidiary companies—including Hibbs‑Hallmark & Company, Claims Administrative Services (CAS), and Contract Claims Services (CCS)—HSIG provides comprehensive solutions that protect businesses, employees, and communities across the country.

At HSIG, the culture is built on honesty, integrity, and teamwork. It is a family business that values hard work—without sacrificing family time. The company supports one another, focuses on results (not politics), and creates an environment where every associate can thrive personally and professionally. The team is entrepreneurial and forward‑thinking, always looking for opportunities while remaining disciplined and committed to protecting the company’s long‑term financial strength.

HSIG offers a comfortable, professional, and fun workplace that fosters collaboration, growth, and lasting success. Employees are encouraged to feel valued, inspired, and confident in building a rewarding career and a prosperous future.

Responsibilities

• Assist with desktop support and special projects as needed.
• Provide excellent customer service in a timely manner.
• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem‑solving process.
• Escalate unresolved issues to the next level of support personnel.
• Provide accurate information on IT products or services.
• Record events, problems, and their resolutions in logs.
• Follow up and update customer status and information.
• Pass feedback or suggestions from customers to the appropriate internal team.
• Identify and suggest possible improvements to procedures.
• Deploy client technologies (PCs, laptops, printers, peripherals, telephony devices, mobile devices, etc.) and support new users.
• Assist staff with incidents or issues affecting the ability to use client technologies.
• Maintain hardware inventory.
• Administer ticketing system to input and track incidents.
• Train users on client technologies and help them resolve system issues.
• Stay abreast of current developments and trends in the area of expertise.
• Utilize company change management process to document decommissioning or implementation of desktops and laptops.
• Create and maintain processes and procedures related to the area of responsibility.

Additional Responsibilities

• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• At least 1 year of IT Help Desk experience or similar.
• Pursuing an associate’s degree.
• General knowledge of computer operations, desktop support, networking, and troubleshooting.