Help Desk Support Specialist

Position Overview

Provide comprehensive IT help desk support to North Risk Partners employees, ensuring efficient use of company IT assets and systems.

• Respond to and resolve IT help desk requests using strong analytical and problem‑solving skills
  • Log, track, and document all issues and resolutions in Service Now
  • Maintain clear, complete ticket notes that support auditability and repeatable operations
  • Create and update knowledge base articles to improve first‑contact resolution
• Provide on‑site IT support for the West Des Moines and nearby offices, including infrastructure and field services work
  • Support laptops, printers, meeting‑room technology, and common network/connectivity issues
  • Perform employee onboarding and offboarding, including equipment provisioning, application setup, and access changes
• Follow established change‑management practices for planned work, including verification steps and rollback readiness
• Handle sensitive information appropriately, applying minimum‑necessary access when working with PII and PHI
• Support compliance and audit readiness by maintaining required documentation and evidence in a regulated insurance environment
• Assist with IT projects and company‑wide initiatives, such as user training, software deployments, system upgrades, and platform migrations
• Support and learn agency‑specific software applications used across the organization
• Stay current with technology trends, system updates, and best practices relevant to end‑user computing and IT service delivery

• High school degree or equivalent (required)
• Associate’s or Bachelor’s degree in Information Systems or related field (preferred)
• Relevant experience in troubleshooting and providing help desk support

• Model North Risk Partners’ core values, mission, and desired culture
• Demonstrate enthusiasm and a positive attitude
• Represent North Risk Partners professionally to coworkers, clients, and external stakeholders
• Collaborate effectively with teammates
• Communicate professionally with clients, Risk Advisors, and other coworkers

• Perform under normal office conditions; may include lifting up to 25 pounds
• Engage in repetitive movements: twist, bend, stoop, kneel, squat, stand, walk, and reach
• Communicate verbally in English
• Sit at a computer for extended periods; may require long hours and overtime
• Travel to different North Risk Partners locations and client sites as needed

Use telephones, calculators, copy machines, computers, printers, and other office equipment.

Primarily indoors; occasional travel to outside events may involve exposure to various weather conditions.

Hourly rate: $24.04 – $31.49. Benefits include health, dental, vision, short‑term and long‑term disability, life, long‑term care, 401(k) plan, and paid time off and holidays.