Service Desk Administrator

Tower Hill Insurance Group has an exciting opportunity for a talented Service Desk Administrator who enjoys intellectual challenges and is seeking a rewarding career with a company that is experiencing growth. Not only is Tower Hill Insurance one of Floridas most trusted names in homeowners insurance but it offers great opportunities for career advancement and personal growth along with very competitive benefits and rewards. We are growing at a consistent pace and seek professional individuals with drive team mentality who want to make an impact and are committed to a long-term career in the insurance industry.

The Service Desk Administrator is responsible for providing professional IT support services across multiple stakeholder groups including all office locations remote workforce large customer base external consultants and an extensive network of independent insurance agents. This role supports the Service Desk Contact Center and is the escalation point for the Service Desk Analysts in troubleshooting and resolving hardware software network customer and agent issues. This position establishes team metrics used to identify and resolve IT issues while delivering exceptional service to internal employees and external customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide Service Desk phone support and manage call volumes wait times resolution rates and other key metrics to maintain service quality across all support channels.
• Manage and prioritize support tickets using Jira Service Management (JSM).
• Serve as the escalation point of contact for Service Desk Analysts to troubleshoot and resolve hardware software network customer and agent issues.
• Analyze ticket trends and recommend process improvements.
• Monitor and maintain Service Level Agreements (SLAs) to ensure optimal performance metrics.
• Create and maintain Service Desk performance dashboard for IT Leadership.
• Participate in planning and implementing IT infrastructure improvements.
• Conduct proactive outreach to departments to understand their IT needs and challenges.
• Collaborate with various departments to identify recurring issues and implement preventive solutions.
• Participate in changing management processes and testing.
• Maintain professional communication with end users at all technical levels.
• Maintain accurate documentation of procedures configurations and troubleshooting steps.
• Create and update knowledge base articles for common issues.
• Assist with IT asset management and inventory tracking.

ADDITIONAL DUTIES

This job description reflects the general duties considered necessary to describe the essential functions of the job and should not be considered a complete description of all the work requirements and expectations of the position. Tower Hill reserves the right to assign duties not listed herein as necessary to accomplish the goals of the organization.

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION

High School Diploma or GED required. Bachelors Degree or higher in Computer Science Engineering Information Technology or related field preferred.

EXPERIENCE

Minimum of three plus (3) years of relevant work experience required including:

• Experience in IT support Help Desk or Systems Administration
• Proficiency with Windows and Mac operating systems
• Experience with laptop/desktop imaging and deployment tools
• Basic networking knowledge (TCP/IP DNS DHCP)
• Familiarity with IAM solutions such as Active Directory / Azure AD
• Solid understanding of troubleshooting techniques
• Experience with Jira Service Management or similar IT Service Management platforms
• Understanding of ITIL frameworks and SLA management
• Strong phone support and customer service skills
• Ability to explain technical concepts to non-technical users.

CERTIFICATIONS

The following certifications are preferred:

• CompTIA A
• CompTIA Network
• CompTIA Security
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Apple Certified Support Professional (ACSP)
• HDI Support Center Analyst

LICENSES

Valid Drivers License required.

* Tower Hill currently operates in a hybrid work environment and may consider candidates located outside of our established office locations. We are presently open to hiring in the following states CT FL GA IA IN KY MI MS NC OH SC TN TX UT VA WV.

Preferred work arrangement hybrid on-site but remote candidates will be considered based on qualifications and experience.

BENEFITS

• Medical
• Dental
• Vision
• Life & Disability Insurance
• 401(k)
• Health Savings Account
• Accident Critical Illness and Hospital Indemnity
• Pet insurance
• Paid time off & Holiday pay

We offer competitive pay and benefits and well-being programs to support you and your family. For more information about our company careers and Total Compensation visit: Total Compensation - Tower Hill Insurance ()

Tower Hill Insurance is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

Tower Hill Insurance is committed to working with and providing reasonable accommodation for individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process please send an e-mail to or call and let us know the nature of your request and your contact information.

All applicants will receive an acknowledgement that their application has been received. Candidates will not receive status updates regarding their application; however those candidates selected for further consideration will be contacted by Human Resources.