Service Desk Technician

Service Desk Technician

Provide support for all employees of Markel Corporation and its subsidiaries by responding to inbound calls, chat, and web tickets. Offer educational support and break/fix resolutions, or route issues according to documented guidelines to other teams. Use solid technical troubleshooting, communication, and customer service skills. Must be flexible and able to work within a 24x7x365 support environment (Monday‑Friday 8am‑4pm).

• Resolve issues surrounding computer hardware, software, network, and telecommunications systems while demonstrating expertise in customer service and technical knowledge.
• Receive inbound customer contacts via phone, chat, and web.
• Record, maintain, and update records in the Service Management ticketing system; follow knowledge database for troubleshooting and procedural guidelines.
• Route tickets for issues that cannot be resolved at the service desk to the appropriate resolving groups.

• Working knowledge of help desk software, databases, and remote control.
• Enthusiastic about making customers productive.
• Passionate about continuous learning and able to quickly adapt in a dynamic environment.
• Ability to manage multiple tasks and priorities under tight deadlines.
• Work independently and collaboratively to achieve a high level of success.
• Strong interpersonal and collaboration skills to develop and maintain constructive relationships.
• Dynamic, hard‑working, ambitious individual with excellent oral and written communication skills.

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

• 1 year of Customer Service experience; preference given to call center work.
• Demonstrated technical aptitude.
• Service Now experience or prior insurance industry experience is a plus.

US Work Authorization

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

Markel is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of any protected characteristic. This includes race; color; sex; religion; creed; national origin or place of birth; ancestry; age; disability; affectional or sexual orientation; gender expression or identity; genetic information, sickle cell trait, or atypical hereditary cellular or blood trait; refusal to submit to genetic tests or make genetic test results available;

medical condition; citizenship status; pregnancy, childbirth, or related medical conditions; marital status, civil union status, domestic partnership status, familial status, or family responsibilities; military or veteran status, including unfavorable discharge from military service; personal appearance, height, or weight; matriculation or political affiliation; expunged juvenile records; arrest and court records where prohibited by applicable law; status as a victim of domestic or sexual violence;

public assistance status; order of protection status; status as a smoker or nonsmoker; membership or activity in local commissions; the use or nonuse of lawful products off employer premises during non-work hours; declining to attend meetings or participate in communications about religious or political matters; or any other classification protected by applicable law.

Should you require any accommodation through the application process, please send an e‑mail to  No agencies please.