Help Desk Support Specialist

Position Overview Provide comprehensive IT help desk support to North Risk Partners employees, ensuring efficient use of company IT assets and systems. Key Responsibilities Respond to and resolve IT help desk requests using strong analytical and problem‑solving skills Log, track, and document all issues and resolutions in ServiceNow Maintain clear, complete ticket notes that support auditability and repeatable operations Create and update knowledge base articles to improve first‑contact resolution Provide on‑site IT support for the West Des Moines and nearby offices, including infrastructure and field services work Support laptops, printers, meeting‑room technology, and common network/connectivity issues Perform employee onboarding and offboarding, including equipment provisioning, application setup, and access changes Follow established change‑management practices for planned work, including verification steps and rollback readiness Handle sensitive information appropriately, applying minimum‑necessary access when working with PII and PHI Support compliance and audit readiness by maintaining required documentation and evidence in a regulated insurance environment Assist with IT projects and company‑wide initiatives, such as user training, software deployments, system upgrades, and platform migrations Support and learn agency‑specific software applications used across the organization Stay current with technology trends, system updates, and best practices relevant to end‑user computing and IT service delivery Qualifications High school degree or equivalent (required) Associate’s or Bachelor’s degree in Information Systems or related field (preferred) Relevant experience in troubleshooting and providing help desk support Behavior Expectations Model North Risk Partners’ core values, mission, and desired culture Demonstrate enthusiasm and a positive attitude Represent North Risk Partners professionally to coworkers, clients, and external stakeholders Collaborate effectively with teammates Communicate professionally with clients, Risk Advisors, and other coworkers Physical Requirements Perform under normal office conditions; may include lifting up to 25 pounds Engage in repetitive movements: twist, bend, stoop, kneel, squat, stand, walk, and reach Communicate verbally in English Sit at a computer for extended periods; may require long hours and overtime Travel to different North Risk Partners locations and client sites as needed Tools and Equipment Use telephones, calculators, copy machines, computers, printers, and other office equipment. Work Environment Primarily indoors; occasional travel to outside events may involve exposure to various weather conditions. Compensation and Benefits Hourly rate: $24.04 – $31.49. Benefits include health, dental, vision, short‑term and long‑term disability, life, long‑term care, 401(k) plan, and paid time off and holidays. #J-18808-Ljbffr North Risk Partners