Help Desk Support Specialist

Description

WHY NORTH RISK PARTNERS

Are you interested in doing work that matters everyday with an organization intentional about building and living out a values-driven team culture? North Risk Partners is a fast-growing firm dedicated to serving the insurance and risk management needs of businesses and individuals. We provide expertise in Commercial Lines, Employee & Individual Benefits, Personal Lines, Surety, Claims, and Risk Management. Our team consists of over 450 employees working in over 30 locations across five states, including Minnesota, Iowa, North Dakota, South Dakota, and Nebraska.

At North Risk Partners, our #oneTEAM lives out #oneMISSION: to provide extraordinary #service to our clients, to each other, and to our communities while living out our core values each day. Our team environments are designed to provide #oneTEAM members opportunity to focus on collaborative relationships (clients and team), variety from day-to-day, constant learning, and the tools and resources to learn and grow at work and in life.

JOB SUMMARY

The Help Desk Support Specialist role focuses on supporting North Risk Partners' team members (end users) through the help desk system. This role will learn North Risk's best practices for providing user support and customer service on company-supported computers, network, server, telephony applications, and more.

ESSENTIAL RESPONSIBILITES

• Respond to and resolve IT Help Desk requests using strong analytical and problem-solving skills
  • Log, track, and document all issues and resolutions in ServiceNow
  • Maintain clear, complete ticket notes that support auditability and repeatable operations
  • Create and update knowledge base articles to improve first-contact resolution
• Provide on-site IT support for the West Des Moines and nearby offices, including infrastructure and field services work
  • Support laptops, printers, meeting room technology, and common network/connectivity issues
  • Perform employee onboarding and offboarding, including equipment provisioning, application setup, and access changes
• Follow established change management practices for planned work, including verification steps and rollback readiness
• Handle sensitive information appropriately, treating data as sensitive by default and applying minimum-necessary access when working with PII and PHI
• Support compliance and audit readiness by maintaining required documentation and evidence in a regulated insurance environment
• Assist with IT projects and company-wide initiatives, such as user training, software deployments, system upgrades, and platform migrations
• Support and learn agency-specific software applications used across the organization
• Stay current with technology trends, system updates, and best practices relevant to end-user computing and IT service delivery

Requirements

QUALIFICATIONS (Knowledge, Skills, & Abilities)

• High school degree or equivalent required
• Associate's or Bachelor's degree in Information Systems or related field preferred, but not required
• Related experience in troubleshooting and providing help desk support

BEHAVIOR EXPECTATIONS

• A role model for North Risk Partners’ core values, mission, and desired culture
• Demonstrate enthusiasm and a positive attitude
• Professionally and positively represent North Risk Partners to all coworkers, clients, and external stakeholders
• A team player who collaborates and works well with his/her coworkers
• A professional who demonstrates the ability to carry on a conversation with clients, Risk Advisors, and other coworkers within North Risk Partners

PHYSICAL REQUIREMENTS

• Perform under normal office conditions; may include lifting/carrying objects weighing up to 25 pounds
• Twist, bend, stoop, kneel, squat, stand, walk, and reach frequently
• Hear, speak, and effectively verbally communicate in the English language, including following oral and written instructions to communicate with people inside and outside of the organization
• Sit and a desk for extended periods of time and perform long hours of work sitting at a computer
• Move around office/building/facilities repeatedly throughout the day
• Apply manual dexterity, visual acuity and ability, for computer keyboarding, office equipment uses, review of detailed reports, information, fine print, and warning labels
• Must possess valid driver’s license and be able to travel to different North Risk Partners locations for meetings, as well as various locations throughout the state and potentially the region for client meetings
• Able to work a flexible work schedule, including overtime and potential evenings/weekends for events and meetings as needed

TOOLS AND EQUIPMENT USED

Incumbents must be able to use telephones, calculators, copy machines, computers, printers, and other office equipment

WORK ENVIRONMENT

The work environment is primarily indoors. Exposure to a variety of weather conditions during work related travel and events held outside of the workplace will occur and I acknowledge that I have read, understood, and agree with the contents of this position description. I agree to use my best efforts to fulfill all expectations of the position. I also acknowledge that I am an at-will employee.

This job description does not necessarily list all the job functions or accountabilities of the job. Employees may be asked by management to perform additional duties and tasks. Management reserves the right to revise and update job descriptions at any time.

COMPENSATION AND BENEFITS

The estimated salary range for this full-time position is $24.04 - $31.49 hourly, plus benefits. The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The hiring range represents the company’s good faith and reasonable estimate of the range of possible compensation at the time of posting.

We offer a comprehensive benefits package, including health, dental, vision, short-term and long-term disability, life, long-term care, 401(k) plan, and more. North Risk Partners is growing which means your career can too. #oneTEAM members receive continuing professional education and development, volunteer time off, paid time off, and paid holidays.