Job Description

Title: Help Desk Technician

Location/Schedule: Chicago/Hybrid, 3 days in-office

Department: Information Technology

Classification: Non-Exempt

Who We Are:

Old Republic International Corporation (ORI), which traces its beginning to 1923, is a Fortune 500 company and one of the nation’s 50 largest shareholder-owned insurance organizations. Our subsidiaries actively market, underwrite and provide risk management services for a wide variety of coverages, mostly in the general and title insurance fields.

Our Mission is to provide quality insurance security and related services to businesses, individuals and public institutions, and be a dependable long-term steward of the trust that policyholders, shareholders and other important stakeholders place in us.

Position Overview:

We are seeking a dedicated and customer-oriented Level 1 Helpdesk Technician with experience in Microsoft 365 (M365) to join our IT support team. The successful candidate will be responsible for providing first-level technical support and assistance to end-users, resolving issues related to M365 applications and services, and ensuring a positive customer experience. This role offers an excellent opportunity to develop technical skills in a supportive and growth- oriented environment.

Essential Job Functions:

• Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk ticketing system.
• Provide timely and accurate solutions to technical issues related to Microsoft 365 (M365) applications, including but not limited to Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive.
• Diagnose and troubleshoot software and hardware issues, ensuring problems are resolved efficiently and effectively.
• Escalate unresolved issues to the appropriate IT teams or Level 2 support personnel as needed, while maintaining ownership of the issue until resolution.
• Assist in the setup, configuration, and maintenance of M365 accounts, including user permissions, email distribution lists, and security settings.
• Educate end-users on basic M365 functionalities, best practices, and self-help resources to encourage user empowerment and minimize recurring issues.
• Document all helpdesk interactions, troubleshooting steps, and resolutions in the ticketing system to maintain accurate records and enable knowledge sharing.
• Follow established processes and procedures for incident management, problem resolution, and service request fulfillment.
• Collaborate with IT colleagues and other departments to identify and implement continuous improvements to enhance service delivery and customer satisfaction.
• Additional job functions will be necessary for the success of this role.

Qualifications:

• Associate degree or equivalent professional training and/or experience. Prefer technical training in skills applicable to job duties.
• 3+ years of Technical Support experience; preference for experience with our standard hardware and software systems.
• Excellent verbal and written communication skills.
• Ability to prioritize multiple high-priority tasks in a fast-paced environment.
• Experience troubleshooting both remotely and within an office environment.
• Must have experience working with Windows 10 and Virtual Desktops (VMWare preferred).
• Must have experience with imagining and rebuilds (vSphere / View Admin preferred).
• Must be familiar with HP Printers that are networked, Canon Copiers, and Xerox copiers.
• Must be able to understand and utilize advanced features of Microsoft 2016 Word, Excel, Access and Outlook.
• Familiarity with supporting multiple browsers (Chrome, Edge, IE 11).
• You’re a team player with excellent collaboration skills and relationship building skills.
• Exposure to working with Executives is a plus.

ORI is an Equal Opportunity Employer. ORI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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