IT Service Desk Technician

About NorthWinds Technology At NorthWinds Technology, we are a technology organization that offers a leading solution in the dental insurance industry, working with our Delta Dental dental insurance partners. Together, we are building innovative technology platforms that empower our owner companies to deliver exceptional service and remain industry leaders. We are a technology organization that offers a leading solution. This modern, cloud based technology platform is growing quickly with over 10 million lives under contract. As our team continues to grow, we are seeking an IT Service Desk Technician to join our organization. This role offers the opportunity to work in a collaborative environment and contribute to the success of a fast-paced, forward-thinking company. Position Overview The IT Service Desk Technician plays a critical role in ensuring smooth technology operations for our end users. You will be the first point of contact for technical support, providing timely and effective solutions to help employees accomplish their business tasks while providing legendary customer service. This position involves troubleshooting, problem resolution, and hands-on support at the desktop level. Key Responsibilities Respond to incoming help requests via phone and email in a professional and courteous manner. Document all relevant details, including user information, department, and nature of the issue. Build rapport with users and gather detailed information to diagnose problems effectively. Prioritize and manage support tickets; escalate issues to appropriate resources when necessary. Track and document the entire problem-solving process from initial report to resolution. Utilize diagnostic tools and online resources to troubleshoot and resolve issues. Install, configure, and upgrade hardware and software at the desktop level. Perform preventative maintenance on workstations, printers, and peripherals. Test and verify fixes to ensure complete resolution. Conduct post-resolution follow-ups and provide user education when needed. Analyze trends and recommend proactive solutions to prevent recurring issues. Develop user-friendly documentation, including help sheets and FAQs. Participate in an on-call rotation to provide after-hours support as needed. Why Join Us? NorthWinds is a stable company with the financial backing of three major Delta Dental companies. Our employees like it here, and we know that because our turnover is low and engagement is high. The latest HR analysis on our benefits summarized below show NorthWinds in the 85-90th percentile for our overall Total Rewards package. Health, vision, dental and life insurance Short- and Long-term disability insurance paid entirely by NorthWinds Health Savings, Flexible Spending and Dependent Care Accounts Competitive hourly rate Short Term Incentive compensation/bonus opportunity 401(k) with 100% Employer match for the first 6% of income contributed (pre-tax or Roth) Profit sharing with discretionary contribution based on successful prior year results of NorthWinds (pre-tax) We encourage owning your work life balance with a rich PTO allotment that includes accrued time, floating holidays, company holidays and time off for volunteering/community work. This is a hybrid role based out of our client office in Roanoke, VA with some onsite responsibility. If you want to be part of a growing organization that values innovation and collaboration and work in a supportive environment with opportunities for professional development, this may be the job for you. Your contributions in this role will have a real impact on the experience of our employees. Experience Preferred 1 year(s): Proficiency in supporting Microsoft Office and other standard desktop applications. 1 year(s): Hands-on experience with desktop and server operating systems, including Windows OS. 1 year(s): 1+ year of experience providing IT support and troubleshooting end-user issues with a strong focus on customer service. Education Preferred Associates or better in Information Technology or related field Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.