Helpdesk Technician
4 days ago
Austin
Job DescriptionDescription: Position: Helpdesk Technician Compensation Range: $25.00/Hour Location: Austin, TX Work Type: Hybrid: 2-days in Office (Tuesday & Thursday) Work Schedule: Monday-Friday, 8:00am-5:00pm CT Reports To: Head of Technology Company Description: For years, most people didn’t understand risk, insurance, or the policies themselves. Yet, back in 1969, a small group of Texas independent agents knew the truth: with a structured curriculum and practical, real-life education beyond theory, they could ignite an entire industry of skilled professionals.?Together with University of Texas educators, these pioneering agents formed the industry’s first nonprofit training and CE credit resource. Along the way, we’ve built a genuine community of professionals who succeed and thrive. For decades, we’ve impacted millions of professionals with our practical education. Like us, they’re dedicated to lifelong learning and collaboration. Our participants understand their career potential and gain a real workplace advantage.?Today, our education and networks continue to evolve and expand. We are trusted to lead the risk management and insurance industry through change.?The Risk & Insurance Education Alliance ensures no one must go it alone. We’ve made success a group activity. Mission: We are committed to creating professionals through practical education and technical guidance to lead the risk management and insurance industry of the future, for the common good.? Vision: Empowering a confident, professional community to shape tomorrow's risk and insurance industry. Core Values: The educational programs and research conducted by The Risk & Insurance Education Alliance were built on a foundation of Innovation, Imagination, Integrity, and Inspiration. These qualities commit us to act responsibly, to be accountable for our actions, to fulfil our obligations, and to inspire others with our relentless determination to achieve a standard of excellence in every endeavor. Our Benefits: • 17 Paid Holidays- Closed the week between Christmas Eve and New Years Day, • Medical, Dental Vision, & Supplemental Insurance, • Flexible Spending Account & Health Savings Account, • Employee Assistance Program, • Company Paid Long Term Disability, • Company Paid Life Insurance, • Vacation, Sick, Birthday, & Volunteering Paid Time Off, • 401K- 4.5% Match, • Paid Parental Leave, • Employee Referral Program, • Company Happy Hours Position Description: The Level 1 Helpdesk Technician serves as the first point of contact for all IT-related incidents, service requests, and user support needs. This role is responsible for initial case ownership, triage, and basic troubleshooting, while delivering an exceptional customer service experience with every interaction. The Technician plays a critical role in shaping how users perceive the IT team; ensuring that support is approachable, responsive, and human-centered. Success in this role is defined not only by issue resolution, but by the ability to make users feel comfortable, supported, and confident when reaching out for help. This includes proactive communication, a personable approach, and a strong preference for direct engagement (phone or in-person) over passive communication methods when appropriate. The Technician provides foundational support across endpoint devices, user accounts, and basic networking while escalating more complex issues through established workflows. Responsibilities: Helpdesk and Case Management • Serve as the first responder and primary point of contact for all incoming helpdesk cases, • Take full ownership of the first touch experience, setting the tone for responsiveness and support quality, • Perform triage, categorization, and prioritization of incidents based on impact and urgency, • Deliver excellent customer service through clear, friendly, and confident communication, • Prioritize direct communication (phone or in-person) for active issues whenever possible, • Maintain consistent updates to users so they feel informed and supported throughout the case lifecycle, • Ensure every user interaction reinforces trust in the IT team as a reliable partner, • Accurately document all troubleshooting steps, user communication, and next actions, • Escalate issues that exceed Level 1 scope with complete context and documentation Incident & Troubleshooting Support • Diagnose and resolve basic hardware, software, and access-related issues, • Approach each interaction with a problem-solving and customer-first mindset, • Translate technical issues into clear, user-friendly explanations, • Guide users through troubleshooting steps in a calm, confident, and supportive manner, • Validate resolution with the user to ensure both technical and experiential success, • Identify and flag recurring issues that negatively impact user experience Onboarding Support • Execute onboarding tasks including:, • New device setup and configuration, • Account creation and initial access provisioning, • Ensure new users receive a positive, welcoming technology experience on day one, • Walk users through basic setup and answer questions in a friendly, approachable way, • Reinforce that the IT team is accessible and supportive from the start, • Follow onboarding workflows to ensure consistency, security, and completeness Offboarding Support • Execute initial offboarding activities including:, • Device intake and wipe processes, • Account deactivation initiation, • Maintain professionalism and attention to detail during separation processes, • Ensure secure handling of devices and data, • Support a smooth and respectful transition experience for internal stakeholders, • Coordinate with internal teams to complete offboarding workflows Onsite Support & Hands-On Assistance • Provide onsite technical support with a customer-first, service-oriented approach, • Act as approachable, visible IT support that users feel comfortable engaging with, • Serve as “remote hands” for escalations while maintaining clear communication with both users and engineers, • Verify physical connectivity, hardware status, and environmental factors, • Assist with workstation setups, conference room technology, and AV troubleshooting, • Support office technology in a way that minimizes disruption and frustration for users Basic Networking & Infrastructure Support • Perform initial troubleshooting for:, • Network connectivity issues, • Wi-Fi access problems, • Endpoint-to-network communication issues, • Validate both user-reported and system-visible issues before escalation, • Clearly communicate findings in a way that both users and engineers can understand, • Assist with basic infrastructure checks under guidance, • Escalate infrastructure-related issues with complete and accurate documentation Other Duties • Other duties as assigned to support organizational needs Requirements: Required Education & Experience: • Experience working in a customer-facing environment (retail, service desk, call center, etc.), • Exposure to basic technical troubleshooting through:, • Personal experience (home labs, personal systems, self-learning), • Familiarity with using computers in a professional or structured environment, • Professional and responsive written and verbal communication skills, • Self-disciplined to be able to work independently and to keep on task, • Experience with Microsoft 365 applications, • Exhibit an understanding of basic infrastructure and technology elements (Router, Switch, Virtual Machine, etc), • Ability to clearly explain technical concepts in user-friendly terms Supervisor Responsibilities: • This position does not supervise any employees Physical & Position Demands: • The physical demands of this job include sitting in a stationary position in an office environment, • Home office set-up is highly encouraged and the company will provide the necessary tools to ensure you have an effective and comfortable workspace The Risk & Insurance Education Alliance is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
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