What's your superpower? If it's resolving software and hardware issues, Modern Woodmen of America is interested in you joining our team of Help Desk Representatives. Our team helps resolve advanced technical inquiries regarding hardware and software systems, in a fun and friendly manner. You would utilize your excellent customer service skills and patience to troubleshoot issues with hardware and software (Windows 11, iOS, Android), endpoint device management, Office 365, and Windows Patching. Modern Woodmen of America is the nation's third largest fraternal benefit society with assets over $17B. Fraternal benefit societies are unique membership organizations with peculiar names that pair the member owned characteristic of a mutual insurance company with the social mission characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation's most effective volunteer networks. Responsibilities:
- Provide tier one support, including step-by-step instructions to users, on all business computer hardware and software questions.
- Using our calling software, receive initial contact from home office and field representatives and determine appropriate action or referral.
- Engage in online and local knowledge-base research to help resolve technical issues. Consults with other IT staff as needed.
- Records all requests for assistance into help desk ticketing software; updates tickets with appropriate entries of activities and closes tickets with resolution. This includes maintaining ownership of calls, providing follow-up calls or assistance and ensuring resolution of call from initial contact through other levels of support.
- Escalates complex, recurring, or high priority problems to the Senior Help Desk Representatives, Help Desk Supervisor or other appropriate support groups for resolution.
- Assist in the enhancement of Help Desk procedures, processes, and workflow in the Help Desk software application.
- Provide administrative support on special projects to others.
- Assist with testing new hardware and software.
- Participate in Home Office schools and onsite field representative training (when needed).
- Maintain knowledge of different programs to provide ongoing support and training to field representatives.
What we need:
- Associate's degree.
- Knowledge of personal computer hardware and software, and desire to help our home office and field representatives troubleshoot technology support issues and concerns.
- Desire to learn detailed knowledge of computer hardware systems, technologies, software & programs (home-grown and third party) and remain current on technology changes.
- Excellent customer service and communication skills.
What we offer:
- Pay: The hourly pay for this position is $22.50. The specific rate will depend on the successful candidate's qualifications and prior experience.
- Work Arrangements: This is a full-time hybrid position: 37.5 hours per week (7.5 hours per day), Monday- Friday, with flexible start time between 7:00AM-9:00AM. Hybrid positions work at least 3 days in office and the remaining days each week working from home.Employees beginning to work in a new hybrid role will be asked to work on-site (5 days a week) during the initial training period which may be up to 1 year.
- Stability: Modern Woodmen has been Modern Since 1883SM and exists for our members. We make long-term decisions that provide stability to our employees, financial representatives, and members.
- Respect for Personal Time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.
- Professional Growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.
- Great Culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.
- A Beautiful Office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.
- On-site caf: Our employees can purchase a variety of breakfast, lunch, and beverage options at Caf 1883.
- A Thriving Local Community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It's home to more than our share of artists, festivals, and fun in every season.
- Exceptional Benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:
- Company-paid retirement plan
- Matching 401(k) Plan
- Medical, Dental, Prescription drug Insurance. We pay 100% of employee health insurance premium and 50% of employee dependents' premiums.
- Group Term Life Insurance
- Long-term and short-term disability.
- Voluntary benefits: Vision, Flexible Savings Accounts, Accident Insurance
Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person's diverse opinions, attitudes, attributes, and feelings are respected.