Insurance Service Desk Technician

Position Summary

This position is responsible for providing customer service–focused support to all the Windward Risk Manager entities including employees, agents, and third-party partners with whom we do business. The role involves troubleshooting insurance policy–related issues, resolving inquiries, and utilizing basic technical skills to support systems, tools, and workflows used across the organization.

• Monitors the Operations helpdesk and Operations Alerts queues. Perform triage, escalate requests to the appropriate parties and perform level one helpdesk support functions (i.e., setting up new users in various applications, assist with passwords).
• Troubleshoot, diagnose, and resolve level one helpdesk issues such as creating new users, changing passwords, etc.
• Research questions using available information resources such as searching Confluence and JIRA for prior tickets and their resolution.
• Recreates issues 80% of creatable scenarios in Duck Creek in lower environments, without assistance. Has the aptitude to learn from past experiences and recreate those scenarios in which help was previously needed.
• Escalates level 2 tickets to Business Analysts ensuring the description of the ticket clearly communicates the issue and includes recreating steps and results.
• Follows up on outstanding, escalated tickets. Ensures linked JIRAs are closed as quickly as possible. Log all help desk interactions in Comments on the JIRA.
• Communicates with customers by seeking additional information or providing resolutions to customers, as instructed by the analyst ensuring that any comments sent to the user are appropriate for that audience.
• Follow help desk procedures.
• Identifies and alerts team of situations requiring urgent attention and/or reoccurring issues.
• Stay current with system information, changes, and updates.
• Performs ad hoc assignments as assigned.
• Provides assistance and guidance to Help Desk Technician I.
• Assists QA team by testing introductory level scenarios.
• Contributes to the creation of Help Desk Confluence with relevant and accurate information that will assist Insurance Tech I.
• Pursues continuing education opportunities.

Required Education and Experience

• High school diploma required.
• Two years of Homeowner or Auto Insurance experience required.
• Ability to learn quickly and apply knowledge.
• Must be able to fulfill all Essential Functions listed above.
• Knowledge of basic computer hardware.
• Experience with desktop operating systems, including Windows XP, Windows 7, & Windows 10.
• Experience with MS Office products.
• Good written and oral communication skills, interpersonal skills, listening and questioning skills, including the ability to clearly express written thoughts.
• Must possess Customer service and strong client‑facing communication skills.
• Ability to remain flexible, re‑prioritize, and respond to changing demands.
• Able to effectively communicate with all levels of staff and management.
• Independent, self‑motivated team player.
• Must be punctual and work planned schedule.
• Maintains exemplary degree of professionalism with all company employees.
• Ability to define problems, collect data, establish facts, and use basic problem‑solving skills.

• 1-2 years of helpdesk experience
• Experience with JIRA Service Desk, JIRA Software and Confluence.
• Experience with XML and Postman.

Due to current business and operational considerations, we currently hire employees residing in the following states at this time:
AL, AR, CA, CT, FL, GA, KY, MO, NC, NV, OH, SC, TN, TX, VA
, and WI
.

Candidates must be authorized to work for any employer in the U.S. without requiring visa sponsorship now or in the future.

WRM is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or veteran status. We take affirmative action to ensure that all employment decisions are based on merit, qualifications, and abilities.

WRM does not accept unsolicited resumes from third party recruiting firms. Absent a signed Service Agreement by WRM’s Human Resources Department, WRM reserves the right to pursue and hire these candidates without financial obligation to recruiters or agencies.