Kuvare Holdings · 11 hours ago
Service Desk Technician
Des Moines, IA
Full-time
Onsite
Mid Level
$60K/yr - $80K/yr
3+ years expKuvare Holdings is dedicated to serving consumers navigating retirement complexities by providing life insurance and annuity products. The Service Desk Technician will ensure the smooth operation of computer systems, providing support and resolving end-user issues through various channels.
Asset ManagementFinanceInsurance
Responsibilities
Provide first contact and escalation support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Build rapport and elicit problem details from service desk customers
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Escalate incidents with accurate documentation to suitable technician or IT Pod, when required
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Use remote tools and diagnostic utilities to aid in troubleshooting
Research solutions through internal and external knowledgebase as needed
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Diagnose and resolve software-related issues to restore functionality and minimize downtime
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure an incident has been adequately resolved
Develop training and knowledgebase documents for end users
Contribute to technician knowledgebase as needed
Reinforce SLAs to manage end-user expectations
Document and maintain accurate records of major incident management activities when required
Send official organizational emails and alerts using authorized platforms when required
Collaborate with IT Pods to design, implement, and maintain ITSM workflows and forms tailored to their operational requirements when required
Lead weekly change management reviews, ensuring comprehensive documentation and strict adherence to established standards when required
Provide suggestions for continual improvement
Qualification
Required
Bachelor's degree in data science, computer science, network engineering or similar
Three years of desktop PC support, service, and/or 'help desk' support experience, or equivalent combination of education and experience
Technical proficiency in network, server, desktop, laptop, and platform operating systems
Mastery of Windows 11 and the Microsoft Office Suite of applications
Experience documenting and maintaining configuration and processing information
Strong customer service orientation
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Strong written, interpersonal, and oral communication skills
Ability to conduct research into hardware and software issues and products as required
Ability to present ideas and solutions in user-friendly language
Preferred
Experience supporting macOS is desirable
Company
Kuvare Holdings
Kuvare is on a mission to serve hardworking consumers overwhelmed by the complexities of retirement and is built from the ground up to do so.
201-500 employees
H1B Sponsorship
Kuvare Holdings has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (2)
Funding
Current Stage
Growth StageTotal Funding
unknown2016-03-11Private Equity
Leadership Team
Dhiren Jhaveri
President & CEO
Recent News
2024-04-10
2024-04-10
2024-04-10
Company data provided by crunchbase