Junior Help Desk Specialist

JOB TITLE: Junior Helpdesk Specialist
DEPARTMENT: Information Technology

COMPANY OVERVIEW: 
Venbrook Insurance Services is the retail and benefits brokerage of Venbrook Group, LLC, a holding company with subsidiaries engaged in retail broking, wholesale broking, programs, and claims services. Venbrook’s team of experts and industry specialists partners with their clients to manage their risks, create security, promote growth, and add value by delivering best-in-class commercial property & casualty, employee benefits, and personal risk insurance products and programs.  

Venbrook and its brands provide a broad range of comprehensive commercial insurance (property & casualty), corporate employee benefits, specialty health programs, personal risk insurance, and risk management solutions to public entities, public and private businesses, governments, institutional and professional organizations, family offices, and high-net-worth individuals. 

At Venbrook, we envision a world where our clients can confidently pursue their boldest ambitions. Our team of experts leverages agility, innovation, and creative problem-solving to guide our clients through an ever-changing risk environment. We pride ourselves on providing insurance services that allow businesses to make bold decisions, knowing their risks are identified, assessed, and mitigated.

Our culture is derived from the people who create it. We are not different in what we do. We are different in how we do it. We believe our clients are our partners, and we earn their trust every day. We believe in empowering our team and holding ourselves accountable to deliver the best solutions.  We value agility, versatility, innovation, and creative problem-solving and put our people at the core of everything we do.  

We offer competitive compensation and a comprehensive benefits package:

 
•    401k + employee match
•    Medical, Dental, Vision, Life, and Disability Insurance
•    Paid Time Off (PTO)
•    Paid Holidays
•    Paid Parental leave
•    Paid Sick leave
•    Professional development programs
•    Work-life quality and flexibility 
 

Visit us at https://www.venbrook.com/contact-us/careers 

JOB SUMMARY:
The Junior Helpdesk Specialist supports day-to-day IT helpdesk operations by triaging support requests and coordinating equipment logistics. This role ensures tickets are routed, documented, and resolved efficiently while maintaining the equipment hub for new hire setups, replacement devices, returns, and redeployment. This is an opportunity for a service-oriented professional ready to build a career in IT support within a fast-paced, multi-division insurance holding company.

POSITION REQUIREMENTS:

• Communication Skills: Communicates clearly and professionally with end users at all levels of technical familiarity. Translates technical concepts into plain language. Keeps stakeholders informed on ticket status, equipment timelines, and resolution steps.
• Problem Solving and Triage: Applies structured troubleshooting to identify root causes and resolve or properly escalate issues. Gathers the right details upfront to reduce back-and-forth and avoid delays. Exercises sound judgment in determining when to resolve independently versus when to escalate.
• Customer Service Orientation: Approaches every interaction with patience, professionalism, and a genuine commitment to resolution. Follows up proactively, meets response expectations, and treats every user interaction as a reflection of the IT team's service quality.
• Organizational Skills and Attention to Detail: Manages multiple open tickets and equipment requests simultaneously without losing accuracy. Maintains current, reliable records for asset tracking, device assignments, and case documentation. Prioritizes effectively based on urgency and business impact.
• Accountability and Follow-Through: Takes ownership of assigned tickets and equipment tasks from start to finish. Follows up without being prompted, escalates when appropriate, and ensures nothing falls through the cracks.
• Technical Aptitude and Continuous Learning: Demonstrates working knowledge of helpdesk tools, endpoint hardware, and common desktop support environments. Actively builds technical knowledge and contributes to documentation and knowledge base resources that improve team efficiency over time.

DUTIES/RESPONSIBILITIES:

Ticket Triage and Support Coordination

•    Monitor incoming support tickets and route requests in line with service expectations.
•    Prioritize urgent issues and coordinate assignment to the appropriate IT team member or subject matter expert.
•    Gather details needed to support troubleshooting, including issue descriptions, screenshots, affected applications, and reproducibility.
•    Resolve issues when appropriate or escalate tickets to the right technician or specialist for further support.
•    Track ticket progress, follow up as needed, and maintain clear and accurate case documentation.
•    Maintain technical documentation and contribute to the IT knowledge base, including user-facing how-to guides as needed.

Equipment and Asset Management
•    Order, receive, stage, and maintain equipment inventory for new hire deployments and scheduled device replacements.
•    Maintain accurate asset records, including device assignments, equipment movement, and replacement schedules.

REQUIRED SKILLS/ABILITIES:
•    Basic understanding of ticketing systems, hardware deployment, end-user support, and structured troubleshooting.
•    Strong written and verbal communication skills, including the ability to explain technical information to non-technical users.
•    Strong organizational skills with the ability to manage multiple requests, maintain accurate documentation, and prioritize effectively.
•    Customer-service mindset with strong follow-up and professional support skills.
•    Attention to detail, accountability, and sound judgment in determining when to resolve, prioritize, or escalate issues.

EDUCATION & EXPERIENCE:
•    1-3 years of experience in IT support, service desk operations, technical operations, or asset coordination preferred.
•    Working knowledge of Windows devices, Microsoft 365, Microsoft Entra ID, Active Directory, desktop support tools, and basic networking fundamentals preferred.
•    High school diploma or equivalent required; associate’s degree or IT coursework preferred.
•    CompTIA A+ or other entry-level IT certification a plus.

FLSA STATUS & COMPENSATION:
This is a non-exempt position, eligible for overtime pay in accordance with applicable federal and state law. The hourly pay range for this role is $24.00 - $27.00 per hour. Actual compensation will be determined based on experience, skills, and other job-related factors.