Help Desk/Service Specialist

Location: Hybrid in Springfield, Illinois, with 2–3 days on-site

Salary: $24.18–$33.05 per hour, commensurate with experience and location

Company

Founded by educators in 1945, the organization provides insurance and financial products to educators and serves more than 4,100 school districts nationwide as a publicly traded company.

What you will do

• Analyze, diagnose, and resolve client issues involving PCs, servers, mainframe applications, hardware, software, printers, email, and networks.
• Respond to users, recreate technical problems, and provide information, advice, or instructions.
• Resolve basic and intermediate incidents while escalating complex problems to senior staff.
• Create accurate incident and service-request tickets according to department guidelines.
• Work within service-level agreements and departmental standards while handling a high volume of requests.

Requirements

• Vocational-level technical education and relevant experience in a technical help desk environment.
• Basic to intermediate knowledge of operating systems, software and printer installation, wired and wireless networking, Microsoft Office, email, and customer support.
• Ability to multitask in a fast-moving environment and communicate effectively by phone and in writing.
• May be required to participate in on-call coverage and work beyond normal business hours.
• Ability to work remotely for business continuity purposes when required.

Culture & Benefits

• Service-focused environment supporting educators and school districts.
• Work arrangement combines office presence with remote work when needed for business continuity.
• Special insurance rates and financial benefits are offered to educators.
• Equal employment opportunity is provided to qualified applicants.