IT Support Assistant

Overview

Join our dynamic team as a IT Support Assistant and become the first point of contact for technical support across our organization! In this energetic role, you will troubleshoot and resolve a wide range of IT issues, ensuring seamless technology operations for all users. Your expertise will help maintain high levels of customer satisfaction by delivering prompt, professional, and effective assistance. This paid position offers an exciting opportunity to develop your skills in a fast-paced environment while supporting vital IT infrastructure.

IT Support Assistant

Position Summary

The IT Support Assistant is an entry-level role supporting Enroll Prime employees, agents, and business systems.

As a first point of contact, this role handles routine technical issues, access questions, account support, and basic troubleshooting. It also helps maintain accurate agent information across company systems.

The ideal candidate is organized, dependable, eager to learn, and able to communicate clearly with users at any level of technical experience.

Key Responsibilities

• Respond to support requests by phone, email, Microsoft Teams, RingCentral, and the ticketing system.
• Help users with Outlook, Teams, OneDrive, approved business applications, and company websites.
• Troubleshoot routine access, browser, and application issues.
• Escalate unresolved issues with clear notes on the steps already taken.

Agent & System Support

• Complete approved agent, user, and account updates across company systems.
• Verify that agent information is accurate and consistent.
• Help resolve basic system-access issues.
• Follow documented procedures and ask for help when a request is outside the role's authority.

Ticketing & Documentation

• Create, update, prioritize, and close support tickets using established procedures.
• Record the issue, troubleshooting steps, changes, and resolution.
• Keep users informed and confirm resolution when appropriate.
• Help maintain troubleshooting guides and knowledge-base articles.

Security & Compliance

• Follow company security, privacy, HIPAA, and access-control procedures.
• Protect employee, agent, member, and company information.
• Never share passwords, authentication codes, or confidential information outside approved procedures.
• Promptly report phishing, unauthorized access, malware, data exposure, or unusual account activity.
• Escalate requests involving sensitive data or permissions when required.

Qualifications

• High school diploma or equivalent.
• Comfort using Windows computers, web applications, and basic Microsoft 365 tools.
• Strong customer service, communication, organization, and attention to detail.
• Ability to follow instructions, protect confidential information, and recognize when to escalate an issue.
• Interest in learning CRM, ticketing, account administration, and other business systems.
• Technical coursework, certifications, or experience in help desk, customer service, administration, insurance, or technical support is helpful but not required.

Preferred Skills

Experience with the following is helpful but not required:

• Microsoft 365, including Outlook, Teams, OneDrive, and basic Excel
• Windows 11
• Dynamics 365 or another CRM
• RingCentral / RingEX
• Enrollment123 or other insurance-related systems
• Help desk or ticketing systems
• Basic user account administration

Performance Expectations

Success in this role will be measured by:

• Timely, professional support and reliable follow-through.
• Accurate agent, account, and system updates.
• Clear and complete ticket documentation.
• Effective resolution of routine issues and proper escalation of others.
• Consistent compliance with security, privacy, and access-control procedures.
• Continued growth in technical and system knowledge.

Growth Opportunity

This role offers hands-on experience in IT support, Microsoft 365, Dynamics 365, CRM administration, security, and business operations.

With experience, the employee may take on advanced troubleshooting, system administration, automation, application support, and technology projects.

This IT Support Assistant is an excellent opportunity for motivated individuals eager to grow their IT support expertise while making a meaningful impact on organizational productivity. If you thrive in energetic settings where problem-solving is key—and you’re passionate about delivering exceptional customer service—this position is perfect for you!

Pay: $17.00 - $19.00 per hour

Expected hours: 40.0 per week

Work Location: Remote