Help Desk Associate
Quick Apply Full-time 2 hours ago Full Job Description JOB TITLE:
Help Desk Associate REPORTS TO:
VP of Corporate Services SALARY TYPE:
Non-Exempt POSITION SUMMARY & OVERALL PURPOSE:
Our Help Desk Associate handles tasks large and small.
In this technical role, this person will be helping to troubleshoot desktop issues, manage device setup and complete Agency/Home Office initiatives.
The Associate should have prior experience with Windows, iOS, Android, Microsoft Office, antivirus, spyware, cyber security, printers, IP phone systems and more.
JOB ACCOUNTABILITIES (this section includes the major duties):
DESKTOP SUPPORT Function as Level 1 and 2 desktop support Address support calls, tickets, and user walk-ins Multi-task when necessary - manage multiple calls and tickets at the same time.
Prioritize accordingly to maintain a high level of client service.
Troubleshoot hardware and software issues and escalate, as necessary.
(i.
e.
, VPN Technology, Office products, Account lockouts, Phone systems, Blue Screens, Malware) Fix and update and maintain desktops, laptops, tablets, mobile devices and technology peripherals.
Troubleshoot mobile devices and email functionality.
(i.
e.
, iPhone, Android) Coordinate PC repairs, software/hardware installations.
Follow proper on-boarding and off-boarding and security procedures.
Assemble and disassemble PC hardware as necessary (i.
e.
, office moves) Work closely with VP of Corporate Services and team to ensure timely end-user support and quality of service.
Troubleshoot issues with printing, scanning, network connection, and CRM systems.
Function as a liaison between support vendors and affiliated companies as necessary for troubleshooting purposes Perform inventory of supplies usage and confirm that inventories are at their appropriate levels.
Set up teleconferencing equipment for meetings and maintain a log of loaner equipment requests.
Train new hires on MassMutual/agency technology.
Promote and communicate MassMutual technology updates.
Train all customers on recent technology and provide oversight of the agency rollout of all newly introduced technology.
Ensure encryption is current on all agency devices.
Review, communicate, and abide by MassMutual technology policies and procedures.
Take a leadership role in identifying opportunities for the agency to improve productivity through the effective use of technology.
REPORTING/TRACKING Attend and participate in staff meetings and agency meetings and provide any updates on technology or systems issues.
Maintain complete inventories of all hardware, software and other computer-related technology.
Provide an annual report and recommendation to management on the time-cycling of equipment and any recommended technology purchases, in advance of agency's annual budget planning cycle.
SELF DEVELOPMENT Continue developing, coaching, facilitation and communication skills.
Supplement education to improve knowledge in the major responsibilities addressed in this description.
JOB COMPETENCIES (knowledge and experience, skills/abilities, behaviors/attitudes) Required Knowledge & Experience/Skills/Abilities Troubleshooting skills Experience in desktop support, specifically Windows 10 and 11 professional devices, ranging from vendors including Dell, Microsoft and Apple (MAC) Coursework/degree in Computer Science, or at least 2 years of experience in computer technology and maintenance in a business environment Ability to independently repair a personal computer, install and configure Windows 10/Windows 11 and Mac OS Operating Systems and train and end user in successful operation of PC workstation software.
Ability to configure and troubleshoot mobile devices, including iPads and other tablets, iPhones and Android smart phones.
Windows network coursework/certification preferred.
Ability to interpret an extensive variety of technical instructions to define problems, collect data, establish facts, draw conclusions, and present recommendations.
Local travel to district and agent offices on an as needed basis.
Required Behaviors/Attitudes Self-sufficient Caring about their work and the department/team Trustworthy and dependable Honest/humble Decisive Detail-oriented with attention to accuracy and timeframes Presents an appropriate professional appearance.
Presents a cheerful, friendly and positive demeanor with producers/staff/management and visitors.
Embraces change with optimism and positivity.
Manages stressful situations with calm and poise.
Keeps others informed on the status of assigned work.
Takes responsibility and accountability.
Job Type:
Full-time Pay:
$50,000.
00 - $60,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Supplemental pay types:
Bonus pay Ability to commute/relocate:
Scottsdale, AZ 85251:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Suite:
1 year (Required) technology helpdesk type:
2 years (Required) Work Location:
One location Function as Level 1 and 2 desktop support Address support calls, tickets, and user walk-ins Multi-task when necessary - manage multiple calls and tickets at the same time.
Prioritize accordingly to maintain a high level of client service.
Troubleshoot hardware and software issues and escalate, as necessary.
(i.
e.
, VPN Technology, Office products, Account lockouts, Phone systems, Blue Screens, Malware) Fix and update and maintain desktops, laptops, tablets, mobile devices and technology peripherals.
Troubleshoot mobile devices and email functionality.
(i.
e.
, iPhone, Android) Coordinate PC repairs, software/hardware installations.
Follow proper on-boarding and off-boarding and security procedures.
Assemble and disassemble PC hardware as necessary (i.
e.
, office moves) Work closely with VP of Corporate Services and team to ensure timely end-user support and quality of service.
Troubleshoot issues with printing, scanning, network connection, and CRM systems.
Function as a liaison between support vendors and affiliated companies as necessary for troubleshooting purposes Perform inventory of supplies usage and confirm that inventories are at their appropriate levels.
Set up teleconferencing equipment for meetings and maintain a log of loaner equipment requests.
Train new hires on MassMutual/agency technology.
Promote and communicate MassMutual technology updates.
Train all customers on recent technology and provide oversight of the agency rollout of all newly introduced technology.
Ensure encryption is current on all agency devices.
Review, communicate, and abide by MassMutual technology policies and procedures.
Take a leadership role in identifying opportunities for the agency to improve productivity through the effective use of technology.
Attend and participate in staff meetings and agency meetings and provide any updates on technology or systems issues.
Maintain complete inventories of all hardware, software and other computer-related technology.
Provide an annual report and recommendation to management on the time-cycling of equipment and any recommended technology purchases, in advance of agency's annual budget planning cycle.
Continue developing, coaching, facilitation and communication skills.
Supplement education to improve knowledge in the major responsibilities addressed in this description.
Troubleshooting skills Experience in desktop support, specifically Windows 10 and 11 professional devices, ranging from vendors including Dell, Microsoft and Apple (MAC) Coursework/degree in Computer Science, or at least 2 years of experience in computer technology and maintenance in a business environment Ability to independently repair a personal computer, install and configure Windows 10/Windows 11 and Mac OS Operating Systems and train and end user in successful operation of PC workstation software.
Ability to configure and troubleshoot mobile devices, including iPads and other tablets, iPhones and Android smart phones.
Windows network coursework/certification preferred.
Ability to interpret an extensive variety of technical instructions to define problems, collect data, establish facts, draw conclusions, and present recommendations.
Local travel to district and agent offices on an as needed basis.
Self-sufficient Caring about their work and the department/team Trustworthy and dependable Honest/humble Decisive Detail-oriented with attention to accuracy and timeframes Presents an appropriate professional appearance.
Presents a cheerful, friendly and positive demeanor with producers/staff/management and visitors.
Embraces change with optimism and positivity.
Manages stressful situations with calm and poise.
Keeps others informed on the status of assigned work.
Takes responsibility and accountability.
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance 8 hour shift Day shift Monday to Friday Bonus pay Scottsdale, AZ 85251:
Reliably commute or planning to relocate before starting work (Required) Microsoft Suite:
1 year (Required) technology helpdesk type:
2 years (Required) Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
Help Desk Associate REPORTS TO:
VP of Corporate Services SALARY TYPE:
Non-Exempt POSITION SUMMARY & OVERALL PURPOSE:
Our Help Desk Associate handles tasks large and small.
In this technical role, this person will be helping to troubleshoot desktop issues, manage device setup and complete Agency/Home Office initiatives.
The Associate should have prior experience with Windows, iOS, Android, Microsoft Office, antivirus, spyware, cyber security, printers, IP phone systems and more.
JOB ACCOUNTABILITIES (this section includes the major duties):
DESKTOP SUPPORT Function as Level 1 and 2 desktop support Address support calls, tickets, and user walk-ins Multi-task when necessary - manage multiple calls and tickets at the same time.
Prioritize accordingly to maintain a high level of client service.
Troubleshoot hardware and software issues and escalate, as necessary.
(i.
e.
, VPN Technology, Office products, Account lockouts, Phone systems, Blue Screens, Malware) Fix and update and maintain desktops, laptops, tablets, mobile devices and technology peripherals.
Troubleshoot mobile devices and email functionality.
(i.
e.
, iPhone, Android) Coordinate PC repairs, software/hardware installations.
Follow proper on-boarding and off-boarding and security procedures.
Assemble and disassemble PC hardware as necessary (i.
e.
, office moves) Work closely with VP of Corporate Services and team to ensure timely end-user support and quality of service.
Troubleshoot issues with printing, scanning, network connection, and CRM systems.
Function as a liaison between support vendors and affiliated companies as necessary for troubleshooting purposes Perform inventory of supplies usage and confirm that inventories are at their appropriate levels.
Set up teleconferencing equipment for meetings and maintain a log of loaner equipment requests.
Train new hires on MassMutual/agency technology.
Promote and communicate MassMutual technology updates.
Train all customers on recent technology and provide oversight of the agency rollout of all newly introduced technology.
Ensure encryption is current on all agency devices.
Review, communicate, and abide by MassMutual technology policies and procedures.
Take a leadership role in identifying opportunities for the agency to improve productivity through the effective use of technology.
REPORTING/TRACKING Attend and participate in staff meetings and agency meetings and provide any updates on technology or systems issues.
Maintain complete inventories of all hardware, software and other computer-related technology.
Provide an annual report and recommendation to management on the time-cycling of equipment and any recommended technology purchases, in advance of agency's annual budget planning cycle.
SELF DEVELOPMENT Continue developing, coaching, facilitation and communication skills.
Supplement education to improve knowledge in the major responsibilities addressed in this description.
JOB COMPETENCIES (knowledge and experience, skills/abilities, behaviors/attitudes) Required Knowledge & Experience/Skills/Abilities Troubleshooting skills Experience in desktop support, specifically Windows 10 and 11 professional devices, ranging from vendors including Dell, Microsoft and Apple (MAC) Coursework/degree in Computer Science, or at least 2 years of experience in computer technology and maintenance in a business environment Ability to independently repair a personal computer, install and configure Windows 10/Windows 11 and Mac OS Operating Systems and train and end user in successful operation of PC workstation software.
Ability to configure and troubleshoot mobile devices, including iPads and other tablets, iPhones and Android smart phones.
Windows network coursework/certification preferred.
Ability to interpret an extensive variety of technical instructions to define problems, collect data, establish facts, draw conclusions, and present recommendations.
Local travel to district and agent offices on an as needed basis.
Required Behaviors/Attitudes Self-sufficient Caring about their work and the department/team Trustworthy and dependable Honest/humble Decisive Detail-oriented with attention to accuracy and timeframes Presents an appropriate professional appearance.
Presents a cheerful, friendly and positive demeanor with producers/staff/management and visitors.
Embraces change with optimism and positivity.
Manages stressful situations with calm and poise.
Keeps others informed on the status of assigned work.
Takes responsibility and accountability.
Job Type:
Full-time Pay:
$50,000.
00 - $60,000.
00 per year
Benefits:
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance Schedule:
8 hour shift Day shift Monday to Friday Supplemental pay types:
Bonus pay Ability to commute/relocate:
Scottsdale, AZ 85251:
Reliably commute or planning to relocate before starting work (Required)
Experience:
Microsoft Suite:
1 year (Required) technology helpdesk type:
2 years (Required) Work Location:
One location Function as Level 1 and 2 desktop support Address support calls, tickets, and user walk-ins Multi-task when necessary - manage multiple calls and tickets at the same time.
Prioritize accordingly to maintain a high level of client service.
Troubleshoot hardware and software issues and escalate, as necessary.
(i.
e.
, VPN Technology, Office products, Account lockouts, Phone systems, Blue Screens, Malware) Fix and update and maintain desktops, laptops, tablets, mobile devices and technology peripherals.
Troubleshoot mobile devices and email functionality.
(i.
e.
, iPhone, Android) Coordinate PC repairs, software/hardware installations.
Follow proper on-boarding and off-boarding and security procedures.
Assemble and disassemble PC hardware as necessary (i.
e.
, office moves) Work closely with VP of Corporate Services and team to ensure timely end-user support and quality of service.
Troubleshoot issues with printing, scanning, network connection, and CRM systems.
Function as a liaison between support vendors and affiliated companies as necessary for troubleshooting purposes Perform inventory of supplies usage and confirm that inventories are at their appropriate levels.
Set up teleconferencing equipment for meetings and maintain a log of loaner equipment requests.
Train new hires on MassMutual/agency technology.
Promote and communicate MassMutual technology updates.
Train all customers on recent technology and provide oversight of the agency rollout of all newly introduced technology.
Ensure encryption is current on all agency devices.
Review, communicate, and abide by MassMutual technology policies and procedures.
Take a leadership role in identifying opportunities for the agency to improve productivity through the effective use of technology.
Attend and participate in staff meetings and agency meetings and provide any updates on technology or systems issues.
Maintain complete inventories of all hardware, software and other computer-related technology.
Provide an annual report and recommendation to management on the time-cycling of equipment and any recommended technology purchases, in advance of agency's annual budget planning cycle.
Continue developing, coaching, facilitation and communication skills.
Supplement education to improve knowledge in the major responsibilities addressed in this description.
Troubleshooting skills Experience in desktop support, specifically Windows 10 and 11 professional devices, ranging from vendors including Dell, Microsoft and Apple (MAC) Coursework/degree in Computer Science, or at least 2 years of experience in computer technology and maintenance in a business environment Ability to independently repair a personal computer, install and configure Windows 10/Windows 11 and Mac OS Operating Systems and train and end user in successful operation of PC workstation software.
Ability to configure and troubleshoot mobile devices, including iPads and other tablets, iPhones and Android smart phones.
Windows network coursework/certification preferred.
Ability to interpret an extensive variety of technical instructions to define problems, collect data, establish facts, draw conclusions, and present recommendations.
Local travel to district and agent offices on an as needed basis.
Self-sufficient Caring about their work and the department/team Trustworthy and dependable Honest/humble Decisive Detail-oriented with attention to accuracy and timeframes Presents an appropriate professional appearance.
Presents a cheerful, friendly and positive demeanor with producers/staff/management and visitors.
Embraces change with optimism and positivity.
Manages stressful situations with calm and poise.
Keeps others informed on the status of assigned work.
Takes responsibility and accountability.
401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible spending account Health insurance Health savings account Life insurance Paid time off Parental leave Referral program Vision insurance 8 hour shift Day shift Monday to Friday Bonus pay Scottsdale, AZ 85251:
Reliably commute or planning to relocate before starting work (Required) Microsoft Suite:
1 year (Required) technology helpdesk type:
2 years (Required) Quick Apply.
Estimated Salary: $20 to $28 per hour based on qualifications.
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