Senior IT Service Desk Technician

Senior IT Service Desk Technician

Old Republic Bitco is seeking a Senior IT Service Desk Technician to join our office located in Atlanta, GA. As a respected specialty insurer with 11 branch offices across 10 states, OR Bitco delivers tailored insurance solutions to complex industries such as construction, forest products, and oil and gas.

This position is open to hybrid work arrangement, blending flexibility with meaningful in-person collaboration.

At OR Bitco, our work is guided by core values. We care deeply about our people, partners, and customers. We are committed to excellence and accountability. We deliver on our promises with integrity and precision, and we strive to make a meaningful impact in everything we do. These values drive our mission to protect the people and industries that keep America running.

Join the OR Bitco team and be part of a workplace built on collaboration, open communication, and a positive culture that supports growth and success. If you are passionate about operational excellence and ready to make a measurable impact within a growing, industry-leading organization, OR Bitco offers the platform and challenge you have been seeking.

Position Summary:

In this role, you'll work as part of the IT Operations (Client Services) organization, delivering advanced end-user technology support, business application support, and workplace technology services across Old Republic Bitco. You'll serve as a senior technical resource within Client Services, resolving complex technical issues, supporting key business applications, and helping employees effectively utilize the technology services required to perform their work.

You'll collaborate with employees, business application owners, vendors, and IT teams to troubleshoot issues, support business workflows, maintain reliable technology services, and contribute to the continued growth and modernization of Client Services through knowledge sharing, mentoring, and continuous improvement efforts.

Primary Responsibilities:

• Interact with nationwide teammates to resolve technology issues such as inoperative hardware or software, network connections, end user support, desktop support, software installation and support, visiting office setups, audio/visual/collaboration tools, and mobile device support
• Provide efficient and effective resolution of customer inquiries through exceptional Level 2 and Level 3 support using active listening and personalizing techniques with a constant focus on service excellence and commitment to restoring service efficiently with minimal escalation
• Provide advanced troubleshooting using structured diagnostic techniques, research, root cause analysis, and cross-team collaboration to restore service efficiently, improve first-contact resolution effectiveness, reduce repeat incidents, minimize unnecessary escalation, and reduce employee disruption
• Install, configure, and maintain end-user technology systems including desktops, laptops, printers, mobile devices, and workstation infrastructure to ensure reliable employee access to technology, reduce endpoint-related disruptions, improve technology readiness, and support consistent employee experience
• Develop a comprehensive understanding of OR Bitco software support functions, including answering job-specific How-To questions and performing installation, configuration, and troubleshooting of applications that are standard within the OR Bitco environment or part of our modernization journey to improve issue resolution effectiveness, increase Client Services support capability, and reduce dependency on escalation teams
• Support user onboarding and offboarding processes, including workstation setup, account provisioning, system access, and technology readiness activities to deliver a consistent and effective first-day employee experience, improve onboarding readiness, reduce onboarding-related support issues, and accelerate employee productivity while supporting technology refreshes, software upgrades, and onboarding of large employee groups
• Maintain Service Desk operational standards by ensuring accurate ticket documentation, consistent progress to resolution, meeting service level expectations, reducing ticket reassignment, and minimizing employee disruption
• Identify recurring incidents, support trends, documentation gaps, and process inefficiencies and recommend improvements that reduce repeat incidents, improve service consistency, increase first-contact resolution effectiveness, and expand Client Services support capabilities while supporting routine systems administration activities including password administration, distribution list management, mailbox permissions, and other operational services assigned to Client Services
• Perform advanced end-user office and remote connectivity troubleshooting, AV/collaboration support, and security-related activities including MFA, endpoint protection, and vulnerability remediation to improve employee productivity, reduce service disruptions, and support secure access to technology services
• Collaborate with internal IT teams and external vendors to resolve incidents, manage endpoint technologies, support system updates and security requirements, maintain asset lifecycle information, and improve resolution effectiveness while reducing support delays
• Lead through influence by sharing knowledge, recommending process improvements, supporting the development of Client Services team members, and contributing to the creation, maintenance, evaluation, and improvement of knowledge base articles and other designated knowledge-sharing resources to improve support consistency, strengthen team capability, and reduce tribal knowledge dependencies

Qualifications:

Education & Experience:

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or related field; equivalent work experience and relevant certifications may be considered
• Minimum four years of experience supporting enterprise technology environments in a Service Desk, Client Services, Technical Support, or IT Operations role; insurance or financial services experience preferred
• Demonstrated experience supporting business applications, enterprise software platforms, and employee technology services within a complex business environment
• Proven experience troubleshooting endpoint technologies, operating systems, collaboration platforms, Microsoft 365 technologies, mobile devices, business applications, and workplace technologies
• Experience supporting identity and access management solutions including Active Directory, Microsoft Entra ID, Intune, MDM platforms, and enterprise authentication technologies
• Demonstrated ability to independently prioritize workload, manage multiple concurrent requests, and progress issues to resolution while maintaining communication, accountability, and customer focus
• Experience collaborating with business stakeholders, vendors, application teams, and technical support teams to resolve issues and improve technology services
• Proven success mentoring team members, sharing knowledge, and contributing to service improvement, modernization, operational excellence, or business application support initiatives
• Strong verbal, written, interpersonal, customer engagement, and presentation skills with the ability to communicate effectively at all levels of the organization and translate technical issues into business-focused outcomes

Knowledge & Skills:

• Strong working knowledge of Windows environments and standard business applications
• Familiarity with Microsoft 365, ServiceNow, endpoint management tools, and directory services
• Ability to diagnose and resolve technical issues using structured troubleshooting approaches
• Strong written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced operational environment
• Strong problem-solving and critical-thinking skills
• Ability to develop expertise in business applications and workflows and translate technical issues into business-focused solutions
• Strong customer engagement and relationship-building skills with a focus on employee experience, service reliability, and service delivery outcomes

Work Environment & Physical Requirements:

• Must be legally authorized to work in the United States
• Office or hybrid work environment, as approved by manager
• Frequent sitting and use of computer equipment
• Occasional lifting and carrying of equipment weighing up to 50 pounds
• Ability to bend, reach, kneel, and move as needed to support employees
• Minimal travel may be required

Benefits:

• Competitive salary paired with a comprehensive benefits package
• Generous paid time off, plus 12 paid holidays annually
• Comprehensive health coverage, including medical, dental, and vision plans
• Additional protection through accident, critical illness, and hospital indemnity insurance
• Company-paid life insurance equal to 2 annual salary
• Company-paid short-term and long-term disability coverage
• 401(k) Savings and Profit-Sharing Plan through Old Republic
• Ongoing education, training, and professional development opportunities
• Support for industry certifications and insurance designations, including financial assistance
• Opportunities to give back through corporate philanthropy and community service initiatives
• Optional benefits including travel, commuter, and pet insurance
• Employee wellness support through a dedicated fitness program