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
• to obtain knowledge and system access that enable timely resolution, improve resolution accuracy, reduce support delays, minimize unnecessary escalations, and improve…