Desktop Support Specialist

Travel Insured International is a leading travel insurance provider with more than 25 years in business. As a key component of our Specialty Business Unit (SBU), within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

The Desktop Support Specialist plays a crucial role in providing technical support and assistance to end-users in the organization of 200+ employees. This position involves troubleshooting and resolving hardware, software, and network issues, as well as ensuring the smooth operation of desktop computers, laptops, peripherals, and related equipment. The Desktop Support Specialist is responsible for responding to user inquiries, providing timely resolution to problems, and maintaining accurate documentation of support activities.

This is a hybrid role in our Glastonbury, CT office. At least 3 days per week required to be in the office depending on team schedule.

Technical Support and Issue Resolution:
• Respond to end-user inquiries, incidents, and service requests related to desktop hardware, software, and network issues.
• Troubleshoot and resolve hardware and software problems, including operating system issues, application errors, and connectivity problems.
• Provide hands-on support for desktop computers, laptops, printers, scanners, and other peripherals.
• Hardware and Software Installation and Configuration:
  • Install, configure, and maintain desktop hardware and software, ensuring compatibility and compliance with organizational standards.
  • Deploy and upgrade operating systems, software applications, and security patches on desktops and laptops.
  • Set up user accounts, email clients, and access rights, ensuring proper authentication and authorization.
• User Training and Assistance:
  • Assist end-users in effectively utilizing computer hardware, software, and peripheral devices.
  • Provide user training and guidance on best practices, policies, and procedures related to desktop computing.
  • Educate users on cybersecurity awareness and safe computing practices.
• Documentation and Knowledge Management:
  • Maintain accurate records of support activities, including incident details, troubleshooting steps, and resolution outcomes.
  • Create and update knowledge base articles, user guides, and technical documentation to facilitate self-service support options.
  • Contribute to the development of standard operating procedures and best practices for desktop support.
• Hardware and Software Inventory Management:
  • Maintain an inventory of desktop hardware, software licenses, and peripherals.
  • Track and manage hardware and software assets, including procurement, installation, and retirement.
  • Coordinate with procurement and vendors for hardware repairs, replacements, and warranty claims.
• Collaboration and Teamwork:
  • Collaborate with IT teams and other stakeholders to resolve complex technical issues and escalate problems when necessary.
  • Participate in IT projects and initiatives, providing expertise and support for desktop-related requirements.
  • Share knowledge and provide guidance to junior members of the team when required.

What YOU will bring to C&F:

• Excellent problem-solving and analytical skills with a keen attention to detail.
• Strong communication and interpersonal skills, with the ability to communicate technical concepts to non-technical users effectively.
• Customer service-oriented mindset with a focus on providing timely and professional support.
• Ability to work independently, prioritize tasks, and manage multiple assignments simultaneously.

Requirements:

• A High school diploma or equivalent experience is required
• 1 year of experience in desktop support and troubleshooting is required.
• Proficiency with desktop hardware, operating systems (e.g., Windows, macOS), and productivity software (e.g., Microsoft Office, Google Suite) is required
• Familiarity with desktop imaging, software deployment, and patch management tools is preferred.
• Understanding of network fundamentals, including TCP/IP, DHCP, DNS, and wireless technologies is preferred

Proficient in diagnosing and resolving hardware and software issues, including malware removal and system performance optimization is preferred

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $39,900 to a maximum of $66,500. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee's contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

What C&F will bring to YOU:

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family's wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.