Help Desk Technician I

Job Description

Job Description

Our Technology team plays a vital role in that growth by delivering exceptional support, strengthening cybersecurity, driving innovation, and expanding the use of automation and Artificial Intelligence (AI) across the organization. We are seeking an IT Support Technician who enjoys solving problems, helping others, and exploring new technologies. This is not your typical help desk role. In addition to supporting employees and resolving technical issues, you'll have the opportunity to help shape how Sunstar leverages AI, automation, and modern workplace technologies to improve productivity and employee experience.

We're looking for someone who is curious, customer-focused, and excited about technology's future. The ideal candidate enjoys learning, embraces innovation, and is eager to help build the next generation of technology solutions.

At Sunstar, you'll work alongside a collaborative Technology team, gain exposure to cutting-edge tools like Microsoft 365, Copilot, Power Platform, and AI-powered business solutions, and could make a meaningful impact in a fast-growing organization.

If you're passionate about technology, enjoy helping people succeed, and want to be part of a team that's driving the future of work, we'd love to hear from you.

What You'll Do

End User Support

• Serve as the first point of contact for employee technology requests.
• Diagnose and resolve hardware, software, device, account, and Microsoft 365 issues.
• Provide remote support to employees across multiple locations.
• Assist users with Microsoft Teams, Outlook, SharePoint, OneDrive, and other insurance industry business applications.
• Escalate complex technical issues to senior staff or managed service partners when appropriate.
• Follow up with users to ensure issues are fully resolved and customer expectations are exceeded.

Device & Account Administration

• Configure and deploy computers, monitors, mobile devices, printers, and other technology equipment.
• Assist with employee onboarding and workstation setup.
• Support user account administration and access requests.
• Assist with endpoint management, software deployment, and security-related tasks.

Documentation & Process Improvement

• Document troubleshooting steps, resolutions, and support activities.
• Contribute to internal knowledge base articles and standard operating procedures.
• Identify recurring issues and recommend improvements to technology processes and user experience.

AI, Automation & Innovation

• Support employees using Microsoft Copilot and other approved AI solutions.
• Identify opportunities to automate repetitive processes and improve operational efficiency.
• Build and maintain automation solutions using Microsoft Power Automate and related technologies.
• Assist with developing, testing, and enhancing Microsoft Copilot Agents and other AI-powered business solutions.
• Collaborate with business leaders to identify opportunities where AI and automation can improve productivity and service delivery.

We're Looking for Someone Who

• Enjoys helping people and providing excellent customer service.
• Is naturally curious and enjoys learning new technologies.
• Can communicate technical concepts clearly to non-technical users.
• Takes initiative and looks for ways to improve processes.
• Is excited about AI, automation, and the future of technology.

Qualifications

Required

• 1-3 years of Help Desk, Technical Support, Customer Service, or related IT experience.
• Strong troubleshooting and problem-solving skills.
• Working knowledge of Windows operating systems and Microsoft 365 applications.
• Excellent written and verbal communication skills.
• Strong organizational skills and attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Self-motivated with a willingness to learn and adapt to new technologies.
• Strong customer service mindset and ability to work effectively as part of a team.

Preferred

• Experience supporting Microsoft 365, Teams, SharePoint, Entra ID (Azure AD), and Intune.
• Familiarity with cybersecurity best practices, MFA, and identity management.
• Experience creating Microsoft Copilot Agents, Copilot Studio solutions, Power Automate workflows, or other business process automation solutions.
• Familiarity with Microsoft Power Platform, including Power Automate, Power Apps, and Power BI.
• Insurance industry experience is a plus but not required.