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Information Security Management: Knowledge of the processes, tools and techniques of information security management, ability to deploy and monitor information security systems, as well as detect, resolve, and prevent violations of IT security, to protect organizational data. Provides support to install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and cabling .

The Help Desk Technician is responsible for the deployment and support of IS technologies and infrastructure. Along with the daily support of trouble tickets, the Help Desk Technician will be responsible for the support of specific technologies within the areas of hardware, software, and networking.  This individual will apply proven communication, analytical and problem-solving skills to help identify, communicate, and resolve malfunctions and make the appropriate recommendations to maximize the benefit of IT systems investments.Minimum Qualifications:<ul><li>2-5 years experience in an onsite Help Desk role</li><li>Associates degree preferred or combination of work experience and college</li><li>Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred</li></ul> Essential Job Functions:<ul><li>Field incoming help requests from end users via help desk system, telephone, e-mail, and chat in a courteous manner.                         </li><li>Provides support to install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and cabling    </li><li>Assists in the analysis and development of new processes and supporting documentation. Keeps existing documents up to date.                          </li><li>Create, configure, or remove access/hardware for multiple users on an ongoing basis.                                        </li><li>Works on yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.                   </li><li>Develop help sheets and frequently asked questions lists for end users.</li><li>Perform on-site/remote analysis, diagnosis, and resolution to workstation problems. Recommends and implements corrective solutions.              </li><li>Maintains an inventory listing and status of all workstations and technical devices.</li><li>When necessary, liaise with third-party support and equipment vendors.</li><li>Identifies and creates new solutions to improve efficiency and customer satisfaction.                                               </li><li>Conduct research on emerging products, services, protocols, and standards in support of operational initiatives and security enhancement efforts.</li><li>Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.                                                </li><li>Provides telecom support, including phone, phone application, and business/user call flow.              </li><li>Identify and resolve operating system issues to maintain services, enhance capabilities, and prevent system outages.  </li><li>Provides afterhours/weekend support as needed</li></ul> Periodic Job Functions:<ul><li>Periodic on-call support for evenings and weekends.</li><li>Periodic travel for onsite support.</li></ul>The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform Skills & Competencies Required:<ul><li>Followership: Knowledge of and ability to carry out strategies, tasks, and procedures that support the business and audit requirements.</li><li>PC/Workstation Software: Knowledge of and the ability to manage the installation, configuration, maintenance and troubleshooting of PC or workstation software for end-users.</li><li>LAN Administration: Knowledge of LAN tools and software programs, and the ability to use administrative systems and procedures for the local area network and associated network services.</li><li>Help Desk: Knowledge of and the ability to resolve and prioritize computer/software related issues received from employees within an organization appropriately and efficiently.</li><li>Technical Troubleshooting: Knowledge of technical troubleshooting approaches, tools and techniques, and the ability to anticipate, recognize, and resolve technical (hardware, software, application or operational) problems.</li><li>Systems Hardware/Software Infrastructure: Knowledge of software/hardware technology, and the ability to plan global, regional, and local software architecture and infrastructure components.</li><li>Network Operations: Knowledge of and ability to manage the day-to-day delivery of satisfactory network services to customers</li><li>Project Execution: Knowledge of and ability to carry out yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.</li><li><ul></ul>Information Security Management: Knowledge of the processes, tools and techniques of information security management, ability to deploy and monitor information security systems, as well as detect, resolve, and prevent violations of IT security, to protect organizational data.</li></ul> Additional Information:Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and moreRecruitment Updates Fortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.Fortegra is not accepting unsolicited resumes from search firms for this position.#LI-Onsite

LotSolutions, Inc.

Help Desk Technician

Analysis Skills

Business Support

CompTIA A+

CompTIA Network+

Computer Security

Computer Software

Computer Workstations

Customer Satisfaction

Customer Support/Service

Desktop Administration

Documentation

Establish Priorities

Hardware Upgrades

Help Desk

Identify Issues

Information Technology & Information Systems

Information/Data Security (InfoSec)

Inventory Management

Local Area Network (LAN)

Network Administration/Management

On Call

On Site Support

Operating Systems

Operational Support

Operations Security (OPSEC)

PC Software

Peripheral Hardware

Problem Solving Skills

Project Execution

Research Skills

Resume Search

Security Monitoring

Service Delivery

Software Architecture

Software Migration

Software Upgrades

Systems Hardware

Technical Support

Testing

Trouble Tickets

Workstation Hardware

Oversees urgent requests, overdue tickets, new hire setups, terminations, audit requests, and complex issues to ensure timely and accurate completion and compliance with required approvals. This role is a highly managerial position focused on leading the Help Desk, overseeing day to day operations, and ensuring that all support activities are executed with consistency, quality, and accountability.

This role is a highly managerial position focused on leading the Help Desk, overseeing day to day operations, and ensuring that all support activities are executed with consistency, quality, and accountability. The position requires a confident leader who can manage people, processes, and performance at a high standard. Minimum Qulifications:<ul><li>Minimum of five years of hands-on help desk support experience.</li><li>Minimum of three years of experience in a managerial role overseeing Help Desk or IT operations, with five years preferred.</li><li>ServiceNow ITSM and ServiceNow platform experience preferred.</li><li>Experience working within ITIL frameworks and applying IT service management best practices in a Help Desk or IT operations environment.</li></ul> Primary Job Functions:Leadership and Operational Oversight<ul><li>Provides full management and oversight of daily ticket volume, including prioritization, assignment, distribution of work, and overall workflow coordination.</li><li>Serves as the primary escalation point for technician issues, ticket quality, ticket status, complex requests, and critical incidents.</li><li>Oversees delegated tasks and Help Desk projects from initiation through completion and ensures accountability, timely delivery, and quality outcomes.</li><li>Leads regular Help Desk performance meetings and guides staff on workload management, escalation procedures, and resolution quality.</li><li>Ensures adherence to Help Desk procedures and verifies that team members maintain professionalism, accuracy, and high quality service.</li><li>Reviews technician performance, timesheets, surveys, and work output and provides coaching, praise, or corrective feedback as appropriate.</li></ul>Service Delivery Management<ul><li>Ensures service delivery processes align with ITIL best practices, including incident management, request fulfillment, change coordination, and continuous service improvement.</li><li>Oversees urgent requests, overdue tickets, new hire setups, terminations, audit requests, and complex issues to ensure timely and accurate completion and compliance with required approvals.</li><li>Ensures computer, software, and account setups are validated for accuracy, compliance, and alignment with organizational standards.</li><li>Acts as liaison between the Help Desk and all business units to maintain clear communication and proper alignment of support needs.</li><li>Documents and oversees SLAs between the Help Desk and business units to ensure expectations are clearly defined and maintained.</li><li>Gathers, analyzes, and reports performance metrics, identifies new measurement areas, and recommends improvements based on operational data.</li></ul>Process Improvement and Quality Assurance<ul><li>Identifies opportunities to improve Help Desk procedures, workflows, and overall operational efficiency.</li><li>Develops and maintains documentation, knowledge articles, and process guides to support consistent and effective operations.</li></ul> Technical and System Administration<ul><li>Oversees administration and support of software, workstations, and computing environments across the business.</li><li>Manages the process for creating and maintaining computer images and deployment packages for hardware and system rollouts.</li><li>Manages the process for identifying and deploying software updates, security remediations, solutions, and software removal.</li><li>Maintains accurate hardware and software inventories and ensures asset information remains up to date.</li></ul> Compliance and Audit Participation<ul><li>Participates in SOX, PCI, and due diligence audits and prepares required documentation to ensure compliance with regulatory standards.</li><li>Ensures Help Desk operations follow all internal policies, security requirements, and compliance obligations.</li></ul>The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job.  They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform Additional Information:Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and moreRecruitment Updates Fortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.Please be aware of job fraud(s) – all correspondence emails regarding your candidacy will come from our Fortegra.com email address. Thank you.Fortegra is not accepting unsolicited resumes from search firms for this position.#LI-Onsite

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Help Desk Technician LotSolutions, Inc.

Help Desk Manager LotSolutions, Inc.

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