Service Desk Technician 1 - The Baldwin Group

The Baldwin Group is an award-winning entrepreneur-led and inspired insurance brokerage firm delivering expertly crafted Commercial Insurance and Risk Management, Private Insurance and Risk Management, Employee Benefits and Benefit Administration, Asset and Income Protection, and Risk Mitigation strategies to clients wherever their passions and businesses take them throughout the U.S. and abroad. The Baldwin Group has award-winning industry expertise, colleagues, competencies, insurers, and most importantly, a highly differentiated culture that our clients consider an invaluable expansion of their business. The Baldwin Group (NASDAQ: BWIN), takes a holistic and tailored approach to insurance and risk management.
Responsible for providing first-level technical support to colleagues, troubleshooting basic IT issues, and escalating complex problems. Ensures excellent customer service and maintains support documentation.

This position is 100% remote but will be required to work 11am-8pm Eastern Standard Time

PRIMARY RESPONSIBILITIES:

• Respond to incoming support requests via phone, email, or support portal.

• Gather information to understand the nature of the problem.

• Troubleshoot and resolve basic hardware and software issues.

• Assist with password resets, account access, and software installations.

• Create and maintain accurate records of support requests and solutions in a ticketing system.

• Ensure all necessary details, including issue description and resolution steps, are properly documented.

• Identify issues that require higher-level expertise and escalate them to senior technicians or specialists.

• Provide comprehensive information to aid in issue escalation and resolution.

• Adhere to established IT procedures and protocols for issue resolution.

• Stay informed about IT policies and updates to provide accurate guidance to colleagues.

• Maintain a professional and courteous demeanor in all interactions with colleagues.

• Ensure colleagues are informed about the status of their support requests and understand the resolution process.

KNOWLEDGE, SKILLS & ABILITIES:

• Understanding of the Insurance industry and its specific IT needs and challenges.

• Ability to troubleshoot and support specialized software used in the industry.

• Ability to handle sensitive data in accordance with industry-specific requirements.

• Ability to provide industry-specific solutions and recommendations.

• Ability to translate technical jargon into understandable language for non-technical colleagues.

• Ability to align IT support with business objectives and priorities.

• Experience with Office 365 administration, including user account management, email configuration, and troubleshooting.

• Experience using ITSM platforms like Freshservice, ServiceNow, or Zendesk to manage support requests.

• Experience troubleshooting meeting room hardware such as Neat and Crestron systems.

• Experience with Remote Monitoring and Management (RMM) systems like ConnectWise ScreenConnect.

EDUCATION & EXPERIENCE:

• Minimum of High school diploma or equivalent; Associate's degree in IT-related field preferred.

• At least 1 year of experience in a customer service or IT support role is required, with exposure to basic IT concepts and troubleshooting.

• No certifications required; CompTIA A+ or similar entry-level IT certification preferred.

#LI-TD1

IMPORTANT NOTICE:

• This position description is intended to describe the level of work required of the person performing in the role and is not a contract.  The essential responsibilities are outlined; other duties may be assigned as needs arise or as required to support the organization.  All requirements may be subject to reasonable accommodation to applicants and colleagues who need them for medical or religious reasons.

Click here for some insight into our culture!