Service Desk Technician

Overview

Provide support to all employees of Markel Corporation and its subsidiaries by responding to inbound calls, emails, chat, and web tickets. Resolve or route issues according to documented guidelines. The role requires solid technical troubleshooting, communication, and customer service skills. Must be flexible and able to work within a 24/7/365 support environment.

• Resolve issues related to computer hardware, software, network, and telecommunications systems.
• Provide educational support and break/fix resolutions.
• Route tickets that cannot be resolved at the service desk to appropriate resolution groups.
• Record, maintain and update records in the Service Management ticketing system; follow knowledge database for troubleshooting guidelines.
• Work Monday‑Friday 8am‑4pm for the assigned shift.

• Working knowledge of help desk software, databases, and remote control tools.
• Strong customer service orientation and excellent oral and written communication skills.
• Ability to manage multiple tasks and priorities under tight deadlines.
• Interpersonal and collaboration skills; able to develop and maintain constructive relationships.
• Enthusiastic about continuous learning and adaptable to dynamic environments.

• Associate’s degree or 1 year of relevant experience in a technical field or customer service environment.
• Certifications such as Certified Help Desk Professional, MCP, MCSE, A+, or related discipline preferred.
• ITIL Foundation V3 or V4 certification is a plus.

• Minimum 1 year of customer service experience; preference for call center experience.
• Experience with Service Now or prior insurance industry experience is a plus.

• Health, dental, and vision insurance plans; optional life, disability, and AD&D insurance.
• 401(k) with employer matching contributions;
  Employee Stock Purchase Plan.
• PTO, corporate holidays, floating holidays, and parental leave.

US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Markel is an equal opportunity employer and does not discriminate based on race, color, sex, religion, creed, national origin, ancestry, age, disability, sexual orientation, gender identity, genetic information, pregnancy, marital status, military status, or any other classification protected by law. We provide reasonable accommodations upon request. No agencies please.