Job details

Help Desk/Service Specialist - job 2 of 2

This position will work 9:50am-6:30pm onsite at the Springfield, IL office Monday-Friday.

Horace Mann was founded in 1945 by two Springfield, Illinois, teachers who saw a need for quality, affordable auto insurance for teachers. Since then, we’ve broadened our mission to helping all educators protect what they have today and prepare for a successful tomorrow. And with our broadened mission has come corporate growth: We serve more than 4,100 school districts nationwide, we’re publicly traded on the New York Stock Exchange (symbol: HMN) and we have nearly $11.8 billion in assets.

We’re motivated by the fact that educators take care of our children’s future, and we believe they deserve someone to look after theirs. We help educators identify their financial goals and develop plans to achieve them. This includes insurance to protect what they have today and financial products to help them prepare for their future. Our tailored offerings include special rates and benefits for educators.

As a leading insurance and financial services company focused on meeting the evolving need of public K-12 teachers, we are growing rapidly and have a number of exciting positions available right now, including a Help Desk Service Representative within the Information Technology Division located in Springfield, IL.

The primary purpose of this role is to provide first level and/or basic second level support to resolve service incidents/requests in a timely manner according to SLA and perform tracking by entering details of incidents/requests, status updates, and resolutions into the company ticket system. This role will be responsible for supporting desktops, laptops, phones, Wi-Fi, Telecom services, printers and more. To be successful in this role, a candidate must have excellent problem-solving skills in order to diagnose, isolate, evaluate and resolve complex problem situations, or when necessary, escalate or route them to the appropriate group.

JOB RESPONSIBILITIES:

Provide superb customer service both written and spoken to technical and non-technical customers
Monitor and Respond to All Help Desk Requests in a Professional, Thorough and Timely Manner
Basic Desktop and Telecommunications Support
User administration and support
Assist Remote Employees
Provide Technical Support for Issues Related to IT Systems, Phone Systems, Software and Hardware
Rotating one week after hours on-call shift shared between 9 techs’ after fully trained, overtime paid for these shifts

MINIMUM REQUIREMENTS:

High School Diploma
Relevant Technical education at a vocational level and relevant experience in a technical help desk environment.
Strong Computer Skills and the Ability to Identify and Troubleshoot Technology Issues

PREFERRED QUALIFICATIONS:

Proven Success as a Help Desk Technician or Similar IT Role
The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties.

Pay Range:

$21.00 - $32.00 /hour

Salary is commensurate to experience, location, etc.

#VIZI#

#LI-NW1

EOE/Minorities/Females/Veterans/Disabled. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status

For applicants that are California residents, please review our California Consumer Privacy Notice

All applicants should review our Horace Mann Privacy Policy

Horace Mann Glassdoor Company Review

3.6

Horace Mann DE&I Review

No rating

CEO of Horace Mann

Marita Zuraitis

Approve of CEO

Average salary estimate

$55120 / YEARLY (est.)

min

max

$43680K

$66560K

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What You Should Know About Help Desk/Service Specialist, Horace Mann

Are you ready to make a difference in the lives of educators? Horace Mann, a leader in providing insurance and financial services for teachers since 1945, is looking for a passionate Help Desk/Service Specialist to join our team in Springfield, IL! In this role, you will be the first line of support, tackling service incidents and requests with excellence and professionalism. Operating on a schedule from 9:50 am to 6:30 pm, Monday to Friday, your main focus will be to assist our team members with issues related to desktops, laptops, phones, and more. Your problem-solving expertise will truly shine as you diagnose and resolve technical challenges or escalate more complex issues as needed. We believe in providing superb customer service, so you’ll need to communicate effectively with both technical and non-technical customers. Plus, you’ll help support remote employees and maintain our ticket system diligently, ensuring that every request is tracked and updated timely. If you have a high school diploma and relevant technical training or experience, you’re already a great fit! Our preferred candidates bring a track record of success in a help desk role, and strong computer skills are a must. Roll up your sleeves and prepare for a rewarding experience where you contribute to a company that genuinely cares about the future of education. Join us as we continue our mission to support educators across the nation!

Frequently Asked Questions (FAQs) for Help Desk/Service Specialist Role at Horace Mann

What are the responsibilities of a Help Desk/Service Specialist at Horace Mann?

As a Help Desk/Service Specialist at Horace Mann, your responsibilities include providing first and second level support for various technical issues, such as desktops, laptops, phone systems, and printers. You'll manage help desk requests by tracking incidents, updating statuses, and ensuring resolutions meet our service level agreements.