Help Desk/Service Specialist

This position will work 9:50am-6:30pm onsite at the Springfield, IL office Monday-Friday.

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow.  And with our broadened mission has come corporate growth:  We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have nearly $11.8 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs.  We help educators identify their financial goals and develop plans to achieve them.  This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

As a leading insurance and financial services company focused on meeting the evolving need of public K-12 teachers, we are growing rapidly and have a number of exciting positions available right now, including a Help Desk Service Representative within the Information Technology Division located in Springfield, IL.

The primary purpose of this role is to provide first level and/or basic second level support to resolve service incidents/requests in a timely manner according to SLA and perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for supporting desktops, laptops, phones, Wi-Fi, Telecom services, printers and more. To be successful in this role, a candidate must have excellent problem-solving skills in order to diagnose, isolate, evaluate and resolve complex problem situations, or when necessary, escalate or route them to the appropriate group.

JOB RESPONSIBILITIES:

• Provide superb customer service both written and spoken to technical and non-technical customers
• Monitor and Respond to All Help Desk Requests in a Professional, Thorough and Timely Manner
• Basic Desktop and Telecommunications Support
• User administration and support
• Assist Remote Employees
• Provide Technical Support for Issues Related to IT Systems, Phone Systems, Software and Hardware
• Rotating one week after hours on-call shift shared between 9 techs’ after fully trained, overtime paid for these shifts

MINIMUM REQUIREMENTS:

• High School Diploma
• Relevant Technical education at a vocational level and relevant experience in a technical help desk environment.
• Strong Computer Skills and the Ability to Identify and Troubleshoot Technology Issues

PREFERRED QUALIFICATIONS:

Proven Success as a Help Desk Technician or Similar IT Role

The duties listed in this job description do not limit the assignment of work.  They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties.

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