Helpdesk Intake Coordinator (IT)

Avalon Risk Management is a specialty insurance broker focused on risk management and insurance products for the international trade and logistics industry. They are seeking a Level 1 helpdesk teammate to join their IT department, responsible for capturing issues in the ticket system, handling phone calls, troubleshooting software issues, and supporting Windows OS computers.

Responsibilities

• Capture all issues accurately into our ticket system (e.g. Zendesk) and escalate to higher tiered support as needed
• Field phone calls via Avalon's help desk support numbers
• Handle minor software issues through troubleshooting or escalating to higher tiered support
• Maintain, configure, and support Windows OS computers
• Document support issues and their respective resolution
• Support Avalon office moves with set up of new services and equipment
• Other projects as needed

Skills

• Track record of tenacity and customer service
• PC competency
• Detail-oriented
• Ability to prioritize, meet deadlines, and stay organized
• Flexibility to handle special projects
• Excellent time management skills
• Ability to work well with a team and independently
• Desire to seek out solutions and help employees and clients
• Solid work ethic foundation
• Willingness to grow skills
• Ability to capture all issues accurately into ticket system (e.g. Zendesk)
• Ability to field phone calls via help desk support numbers
• Ability to handle minor software issues through troubleshooting or escalation
• Ability to maintain, configure, and support Windows OS computers
• Ability to document support issues and their respective resolution
• Ability to support office moves with setup of new services and equipment
• Willingness to share new ideas
• Very organized
• Willingness to learn new concepts and programs
• Proactive approach to supporting employees

Benefits

• Health, dental, and vision insurance
• 401(k)
• Tuition reimbursement
• Student debt assistance
• After an introductory training period, new hires are eligible for a hybrid in-office and work-from-home environment

Company Overview