Service Desk Technician (Insurance)

TL;DR

Service Desk Technician (Insurance): Providing technical support for employees via various channels with an accent on hardware, software, and network troubleshooting. Focus on resolving inbound tickets, routing complex issues, and maintaining system records.

Location: Must be based in Richmond, VA. US Work Authorization required; no visa sponsorship provided.

Company

hirify.global is a Fortune 500 holding company specializing in insurance, reinsurance, and investment operations globally.

What you will do

• Respond to inbound calls, chats, and web tickets to provide technical support for employees.
• Resolve issues related to computer hardware, software, network, and telecommunications systems.
• Document, maintain, and update records in the Service Management ticketing system.
• Route unresolved tickets to the appropriate resolving groups to ensure First Call Resolution.
• Provide educational support and break/fix resolutions based on documented guidelines.

Requirements

• Associate degree or 1 year of relevant experience in a technical field or customer service environment.
• US Work Authorization is required (no sponsorship now or in the future).
• Strong technical troubleshooting, communication, and customer service skills.
• Flexibility to work within a 24x7x365 support environment (current shift: Mon-Fri, 8am-4pm).
• Ability to manage multiple tasks and priorities under tight deadlines.

Nice to have

• Certifications: Certified Help Desk Professional, MCP, MCSE, A+, or ITIL Foundation V3/V4.
• Experience with ServiceNow.
• Prior experience in the insurance industry.

Culture & Benefits

• Multiple health, dental, and vision insurance plan options.
• 401(k) with employer match contributions.
• Employee Stock Purchase Plan.
• PTO, corporate holidays, and floating holidays.
• Parental leave and optional life/disability insurance.