IT Help Desk Assistant

Job Description

Job Description

IT Help Desk Assistant

American Life is a rapidly growing financial services holding company and seeks a motivated, detail-oriented, and service-driven individual to join us as an IT Help Desk Assistant. We operate as a modern insurance-holding company focused on long-term growth. Our objective is to foster and cultivate our relationships to sell and administer annuity products through third-party independent marketing organizations (IMOs).

Summary/Objective

The IT Help Desk Assistant provides first-level (Tier 1) technical support to internal employees and assists with maintaining the company’s day-to-day IT operations. This entry-level role focuses on resolving routine technical issues, supporting hardware and software needs, and ensuring a positive user experience for both onsite and remote employees. The position works under close supervision and escalates more complex issues to senior IT staff or external vendors as needed.

Essential Functions

• Provide timely first-level technical support for basic hardware, software, and network-related issues for onsite and remote employees.
• Respond to user inquiries via phone, email, or in-person and ensure prompt follow-up through resolution.
• Create, document, and track service requests and incidents within the help desk ticketing system.
• Assist with installation, configuration, and support of company-approved software and hardware, including desktops, laptops, printers, and peripherals.
• Perform routine troubleshooting and minor repairs on PCs, laptops, monitors, and printers.
• Assist with Entra ID/Azure AD tasks such as account setup for new hires, password resets, and account deactivations.
• Maintain and support printers, including coordinating vendor service or repairs as needed.
• Track and maintain inventory of IT assets, including hardware and software lifecycle updates.
• Escalate unresolved or complex technical issues to appropriate internal teams or external support providers.
• Support system updates, patches, and basic maintenance activities as directed.
• Provide basic user guidance on standard applications, systems, and IT best practices.
• Collaborate with IT team members to support ongoing technology initiatives and process improvements.
• Adhere to company policies, standards, and security protocols when handling IT systems and data.
• Other duties as assigned.

Competencies

• Technical Aptitude
  Foundational understanding of computers, operating systems, and common business applications; willingness to learn new technologies.
• Problem-Solving Skills
  Ability to follow established procedures to troubleshoot and resolve routine technical issues.
• Communication Skills
  Clear and approachable communication style with the ability to explain technical concepts to non-technical users.
• Customer Service Orientation
  Strong focus on delivering a positive support experience with patience and professionalism.
• Attention to Detail
  Accurately documents issues, resolutions, and asset tracking information.
• Time Management
  Ability to manage multiple basic support requests while prioritizing urgent issues appropriately.

Required Education and Experience

• Associate’s degree in Information Technology or related field preferred, or
• 0–2 years of experience in a technical support, customer service, or help desk environment
• Relevant certifications such as CompTIA A+ are a plus but not required

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

This in-office job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to communicate with others via phone, in person, or electronic methods. The employee is frequently required to sit, stand, walk, and use hands and fingers to operate computer equipment. This position may occasionally require lifting 25–30 pounds.

Position Type and Expected Hours of Work

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Additional hours as needed.

Travel

No travel is expected for this position.

Work Authorization/Security Clearance

Must be eligible to work in the United States.

AAP/EEO Statement

American Life is an Equal Opportunity Employer.

If you need assistance or accommodation due to a disability, you may contact us at View phone number on ziprecruiter.com.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.