Help Desk Technician

As a Small Business Help Desk Representative, you will play a pivotal role in delivering exceptional customer service primarily through phone interactions in an automated call delivery environment (NICE CXOne Phone Platform). You will be the first point of contact for both external and internal customers, handling a variety of requests and providing first‑level technical assistance and problem‑solving over the phone.

Strong phone skills and critical thinking are essential, as you will analyze customer inquiries, identify potential issues, triage requests, and resolve problems accurately and promptly while tracking all interactions in Service Now.

• Provide timely customer service to incoming requests in an automated call delivery environment (NICE CXOne Phone Platform).
• Multi‑task between incoming calls and e‑mail requests with the ability to meet a 12‑business‑hour turnaround time.
• Track phone, e‑mail, and portal tickets in the Service Now platform.
• Assume ownership of customer correspondence, complaints, and inquiries, responding in an efficient, accurate, and professional manner.
• Meet First Level Resolution standards.
• Coordinate end‑to‑end service with other business partners as needed.
• Navigate multiple systems and applications to research, analyze, and resolve customer inquiries.
• Work effectively in a team environment using professional interpersonal and communication skills.
• Apply basic knowledge of small commercial insurance principles and company products.
• Comply with corporate policies, regulatory standards, and internal business processes while meeting performance and quality standards.
• Utilize a basic understanding of product and underwriting guidelines.
• Maintain performance standards within a fast‑paced environment.

• Strong customer service skills including oral and written communication.
• Ability to work with internal and external customers to resolve issues efficiently.
• Experience in a call center or customer service environment preferred.
• Knowledge of customer service principles and practices.
• Ability to handle multiple priorities within strict time constraints.
• Excellent organizational, verbal, and written communication skills.
• Strong critical thinking and analytical skills.
• Ability to work independently and meet assignment deadlines.
• Team‑player with demonstrated commitment to departmental goals.
• Data entry and tracking accuracy.
• Proficiency with One Note, Word, and Excel for reference and lookup.
• Knowledge of Service Now preferred.
• Flexibility to accommodate schedule changes and overtime.
• Reliability and responsive communication with manager.
• Adherence to in‑office attendance requirement (4 days in office / 1 day working from home).

• College‑level education preferred but not required.
• Commercial insurance experience preferred but not required.
• Work‑from‑home/remote experience (troubleshoot basic connectivity, VPN, desktop setup).
• Understanding of or willingness to learn small‑business insurance product and underwriting guidelines (required).
• General computer and program knowledge preferred.
• Experience with Service Now.

Contract to Hire position based out of O Fallon, MO.

Pay range: $20.00 – $20.00/hr.

• Medical, dental, and vision
• Critical illness, accident, and hospital coverage
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life insurance (voluntary life & AIDS & D for employee and dependents)
• Short‑term and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time off/leave (PTO, vacation, or sick leave)

Hybrid position in O Fallon, MO.

Position anticipated to close on May 22, 2026.

TEKsystems is an equal‑opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national‑origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.

For all positions located in San Francisco, we will consider qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

We may use AI to support parts of our hiring process, including sourcing, screening, and evaluating candidates. Final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.