Acuity is seeking a Help Desk Representative. This position is responsible for delivering quality customer service to customers, both internal and external, by providing a single point of contact for problems and inquiries. This is a hybrid role and will require work onsite at Acuity's Corporate Headquarters.
Internal deadline to apply: August 4th, 2025
ESSENTIAL FUNCTIONS:
- Ensuring customer satisfaction by responding to Help Desk contacts.
- Answering, evaluating and prioritizing incoming telephone calls, voice mail, e-mail, chat, Service Now incidents and in-person requests.
- Interviewing users to gather information about the problem and, if possible leading the user through diagnostic procedures to determine the problem.
- Managing problem recognition, research, isolation, resolution, and follow-up.
- Setting and resetting user passwords to applicable systems.
- Logging and tracking incidents with Service Now.
- Preparing standard statistical reports, including Help Desk incident reports.
- Analyzing the incident reports, including but not limited to evaluating the number of Help Desk requests and making recommendations to improve efficiency.
- Providing telephone, chat, Service Now incident and one-on-one support in the use of company software applications.
- Monitoring and controlling a pool of IT assets such as laptop computers and MiFis that can be used by employees for special needs.
- Developing or revising user training manuals and procedures.
- Regular and predictable attendance.
- Performs other duties as assigned.
EDUCATION:
High School diploma. Additional course work in computer systems preferred.
EXPERIENCE:
Experience with general desktop computer hardware and software support, Help Desk or a related field are preferred. Insurance knowledge is desirable.
OTHER QUALIFICATIONS:
- Ability to provide quality customer service.
- Ability to do in-depth research.
- Strong problem solving skills.
- Excellent interpersonal skills and a high level of energy, enthusiasm, and cooperation.
- Strong organizational skills, attention to detail, and ability to multitask.
- Strong technical skills. Understanding of basic computer terminology, desktop and laptop computers, local and remote access methods, LAN & WAN, distributed and mainframe environments.
- Proficiency in using and supporting a variety of computer software applications such as e-mail, word processing, spreadsheets, and presentation tools.
- Assist in developing and administering a security awareness program that embraces and supports the IT Security Policy.
*Acuity does not sponsor applicants for U.S. work authorization.*
This job is classified as non-exempt.
The salary range for this position is $20 - $30 per hour. This salary range is an estimate and the actual salary will vary based on applicant’s education, experience, knowledge, skills, and abilities.
We are an Equal Employment Opportunity employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.
If you have a disability and require reasonable accommodations to apply or during the interview process, please contact our Talent Acquisition team at [email protected]. Acuity is dedicated to offering reasonable accommodations during our recruitment process for qualified individuals.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
