IT Help Desk Support Technician

Solvd US

Our organization is redefining claims management across the auto and property space through a blend of AI innovation, proprietary technology, and expert-led services that deliver measurable results for insurers, fleets, rental, TPAs/MGAs, and adjacent industries. Our US team combines automation, intelligence, and human expertise to simplify complex processes - accelerating cycle times, reducing costs, and improving outcomes across appraisal, repair, subrogation response, and auto/property estimating. Our solutions help customers move beyond digital claims to a model that’s faster, smarter, and simpler - grounded in data accuracy, transparency, and customer experience.

As part of the Solvd Group, operating in 46+ countries, our mission is to drive results today while shaping the future of claims. From FNOL to final settlement, we connect technology and expertise to deliver precision, performance, and confidence at every stage.

Position Overview

We are seeking a highly motivated and technically capable IT Help Desk Support Technician to join our on-site team in Lenexa, Kansas. This position serves as the first line of technical support, combining digital troubleshooting with hands-on hardware management. This role is highly active, requiring the physical setup, moving, and auditing of IT assets alongside traditional software and network ticketing. You will manage the entire lifecycle of physical hardware - from unboxing and imaging to deployment and disposal. This position requires the ability to regularly lift and move heavy computer equipment.

The IT Help Desk Support Technician will serve as a key technical resource between customers, internal teams, and engineering, taking ownership of issues from initial investigation through resolution. The ideal candidate is comfortable working in a fast-paced support environment, can communicate effectively with both technical and non-technical users, and has a strong troubleshooting mindset.

Key Physical & Hands-On Responsibilities

· Physical Deployment: Set up, tear down, and relocate workspaces, including heavy desktop towers, dual-monitor mounts, docking stations, and cable management.

· Asset Lifecycle Management: Unbox incoming hardware shipments, label inventory with asset tags, and organize physical IT storage rooms.

· Hardware Troubleshooting: Perform hands-on diagnostics and component swaps, such as replacing laptop keyboards, expanding RAM, upgrading hard drives, and testing peripheral devices.

· Inventory Audits: Conduct routine physical inventory audits to reconcile active, stock, and decommissioned equipment against database records.

· E-Waste & Disposal: Gather, lift, stack, and safely prep decommissioned equipment for secure recycling or vendor pickup.

Standard IT & Ticketing Responsibilities

· Incident Management: Triage, log, and resolve incoming technical requests via the IT service desk ticketing system.

· User Onboarding: Image and configure laptops, desktops, and mobile devices using deployment tools (e.g., Intune, SCCM, JAMF).

· Identity Management: Provision and de-provision user accounts, reset passwords, and manage group permissions in Active Directory / Microsoft 365.

· Remote Support: Assist remote users via screen-sharing tools to resolve software bugs, VPN issues, and connectivity problems.

Physical & Environmental Requirements

· Lift Requirements: Ability to regularly lift and carry up to 50 lbs. (such as boxes of servers, switches, bulk monitor shipments, and UPS backup batteries).

· Mobility: Prolonged periods of walking, standing, bending, kneeling, and reaching under desks or inside server racks to route cabling and install hardware.

· Environment: Onsite operational role requiring presence across offices, warehouses, or multiple floors.

Qualifications & Technical Skills

· Experience: 1–3 years of experience in an IT desktop support, PC repair bench, or warehouse hardware management role.

· Hardware Proficiency: Confident using hand tools to open and service PC/laptop chassis and peripheral equipment.

· Software & Systems: Familiarity with Windows/macOS, Active Directory, ticketing platforms (e.g., ServiceNow, Jira, Freshservice), and asset tracking software.

· Certifications (Preferred): CompTIA A+, Cisco CCNA, or Microsoft Certified Fundamentals.

· Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and firewalls.

· Experience troubleshooting application errors, connectivity issues, authentication problems, and system integrations.

· Ability to read and interpret application and system logs.

· Strong written and verbal communication skills.

· Ability to prioritize multiple issues based on business impact and urgency.

· Ability to work independently while also collaborating effectively with Engineering and other technical teams.

· Expected shift is 8:00 AM–5:00 PM CT, with availability for occasional on-call support before and after hours .

What we offer

• Comprehensive benefits, including health, dental, vision insurance, and more.
• 401(k) plan options
• Paid time off, sick time, and paid holidays.
• The opportunity to grow with a dynamic, innovative team in a startup-like culture.