Desktop Service Desk Support Specialist; Morristown, NJ

Crum & Forster (C&F), with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies. C&F enjoys a financial strength rating of "A+" (Superior) by AM Best and is proud of our superior customer service platform. Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2500 employees in locations throughout the United States. The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards for four years running, including the Great Place to Work® Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.

C&F is part of Fairfax Financial Holdings, a global, billion dollar organization. For more information about Crum & Forster, please visit our website:

The Helpdesk Support Specialist is responsible for supporting IT processes by leveraging technology to assist end users, achieving business goals, and ensuring optimum performance of existing systems. We are hiring an experienced Helpdesk Support Specialist to help provide white glove customer service to our employees. The Helpdesk Support Specialist should be able to help identify and prioritize incoming issues accordingly as well as when to communicate such issues to the appropriate management and/or external teams.

If you are dedicated and ambitious, C&F is an excellent place to grow your career.

What you will do:

• Act as the initial point of contact for all computer and system related concerns from employees answer queries via phone, email, or helpdesk tickets.
• Maintain a high degree of customer service and adhere to all service management principles.
• Assist management in creating training materials pertaining to computer troubleshooting and usage.
• Assist in resolving hardware/software issues for end users.
• Train and guide staff on hardware and software usage if necessary.
• Take ownership of end user problems and be proactive in finding resolutions.
• Coordinate with vendors to resolve technical issues with desktops and software.
• Work on IT projects as directed by management.
• Assist in technical upgrading and maintaining desktop systems.
• Install hardware (computers, monitors, servers, UPS, routers, switches, etc.)
• Manage all equipment and perform periodic inventories as required.
• Troubleshoot mobile devices, configure new devices.
• Install and configure computer systems and applications within the company.
• Occasional travel to other company locations will be required.

What you will bring to C&F:

• Information Systems/Computer Science Degree, A+ Certification, or 3-5+ years of job experience, including helpdesk or ticketing system experience.
• Microsoft and relevant technical certifications and education desirable.
• Experience working with a Ticketing System – Remedy, Service Now, Manage Engine, etc.
• Experience covering a Help Desk Hotline
• Experience dealing with a highly diverse set of business users nation-wide
• The ability to perform white glove service to our end users.
• Ability to work independently with a keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong working knowledge of Microsoft based operating systems, including troubleshooting Microsoft Office and Outlook within a network environment.
• Experience handling remote VPN access technology, two-factor authentication and troubleshooting.
• Extensive experience working with different operating systems including Windows and Mac OS
• Mobile devices setup and troubleshooting including iPhone and Android operating systems.
• Knowledgeable with desktop applications and client services on cloud, mobile, traditional desktop configurations, and desktop virtualization technologies, including Citrix and VMware.
• Proven analytical and problem-solving abilities.
• Strong written, oral, and interpersonal communication skills.
• Ability to present ideas in business-friendly and user-friendly language.
• Highly self-motivated and directed.
• Team-oriented and the ability to effectively work with a collaborative…