Note: The job is a remote job and is open to candidates in USA. CorVel Corporation is a national provider of industry-leading risk management solutions. The Help Desk Specialist I provides first-level support for users by diagnosing, resolving, and documenting IT-related issues, serving as the initial point of contact for incident intake and troubleshooting.
Responsibilities
- Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
- Diagnose and resolve common hardware, software, connectivity, and peripheral issues
- Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
- Utilize Copilot to improve ticket clarity and first responses where appropriate
- Escalate unresolved or complex issues to appropriate IT teams following established procedures
- Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
- Follow documented policies, procedures, and support standards while meeting service-level expectations
- Collaborate effectively within a team-based support environment
- Maintain a strong focus on customer service and quality while continuously developing technical skills
- Additional duties as assigned
Skills
- Provide front-line support for IT-related incidents and service requests via phone, email, and remote support tools in a fast-paced environment
- Diagnose and resolve common hardware, software, connectivity, and peripheral issues
- Maintain accurate and timely ticket updates within the ITSM system to support incident resolution and reporting
- Utilize Copilot to improve ticket clarity and first responses where appropriate
- Escalate unresolved or complex issues to appropriate IT teams following established procedures
- Communicate clearly and professionally with non-technical users, providing status updates and setting expectations
- Follow documented policies, procedures, and support standards while meeting service-level expectations
- Collaborate effectively within a team-based support environment
- Maintain a strong focus on customer service and quality while continuously developing technical skills
- Working knowledge of computer hardware, operating systems, and peripheral devices
- Experience supporting Microsoft based environments including Windows OS and Microsoft 365 applications (e.g., Outlook, Teams, SharePoint, Copilot)
- Experience with remote support tools (e.g., BeyondTrust/Bomgar) and ticketing systems (e.g., ServiceNow, Zendesk, BMC Helix)
- Basic understanding of networking and connectivity concepts (e.g., VPN, Privileged Access Workstations, Virtual Desktop)
- Excellent verbal, written, and telephonic communication skills
- Ability to explain technical concepts in a clear and empathetic manner to non-technical users
- Strong listening and problem-solving skills
- Ability to manage multiple tasks in a fast-paced, high-volume support environment
- Strong organizational and documentation skills
- Analytical mindset with attention to detail
- Ability to work effectively under general supervision while following established processes
- High School Diploma or equivalent required
- HDI certification or equivalent technical experience preferred
- Experience in a Help Desk, Call Center, or customer-facing technical support environment preferred
- Experience supporting Microsoft (Outlook, Teams, OneNote, SharePoint, Copilot) and web-based technologies in a corporate environment preferred
Benefits
- Medical (HDHP) w/Pharmacy
- Dental
- Vision
- Long Term Disability
- Health Savings Account
- Flexible Spending Account Options
- Life Insurance
- Accident Insurance
- Critical Illness Insurance
- Pre-paid Legal Insurance
- Parking and Transit FSA accounts
- 401K
- ROTH 401K
- Paid time off
Company Overview
CorVel is a nationally recognized claims management and managed care provider with over 30 years of experience in the industry. It was founded in 1987, and is headquartered in Irvine, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.corvel.com/.Company H1B Sponsorship
CorVel Corporation has a track record of offering H1B sponsorships, with 2 in 2023, 5 in 2022, 2 in 2021, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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