Systems Support Specialist- Helpdesk

Join our team at Cobalt Benefits Group and start an exciting new career in employee benefits solutions. As a Systems Support Specialist – Helpdesk, you’ll play an important role in helping us offer customized, self-funded insurance options to our clients and members.

The Systems Support Specialist- Helpdesk will be responsible for providing technical assistance and support to our clients, resolving issues efficiently and effectively. This role requires excellent communication skills, a strong technical background, and a customer-centric approach to problem-solving.

Responsibilities:

• Respond to technical support inquiries via phone, email, or ticketing system in a timely and professional manner.
• Diagnose and troubleshoot technical issues related to hardware, software, and network connectivity.
• Provide remote assistance to clients, guiding them through solutions and troubleshooting steps. Document support activities, including issue resolution steps and client communication, accurately and thoroughly.
• Collaborate with other team members to share knowledge and best practices, contributing to a culture of continuous improvement.
• Maintain accurate records of support tickets, solutions provided, and equipment inventory.
• Maintain up-to-date knowledge of industry trends, technologies, and best practices to enhance support service quality.
• Perform system upgrades, installations, and configurations for desktops, laptops, and peripheral devices.
• Participate in on-call rotation for after-hours support as needed.

• Bachelor’s degree in computer science, Information Technology, or related field preferred.
• Proven experience in a technical support role, preferably in a helpdesk or customer support environment.
• Strong proficiency in troubleshooting Windows and/or macOS operating systems, as well as common business applications (e.g., Microsoft Office Suite, email clients).
• Familiarity with basic networking concepts (e.g., TCP/IP, DNS, DHCP) and experience troubleshooting network connectivity issues.
• Excellent communication skills, both verbal and written, with the ability to convey technical information to non-technical users effectively.
• Customer-centric mindset with a passion for delivering exceptional service and support to clients.
• Strong problem-solving skills with the ability to analyze and resolve issues efficiently under pressure.
• Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or equivalent are a plus.
• Experience with ticketing systems and remote support tools is desirable.

Benefits:

After successfully completing a 60-day waiting period, every Full-time employee has access to our comprehensive benefits package, including:

• Fantastic medical, dental, and vision insurance- twice annual employer HSA contribution, covering 50% of the plan’s annual deductible!
• Company paid Basic Life and AD&D
• Company paid Short-Term and Long-Term Disability
• Flexible Spending Accounts
• 401(k) Retirement Plan with up to a 6% employer-match (WOW!)
• 10+ paid holidays
• Generous paid vacation and sick time
• Lots of fun company events

Who We are:

As a trusted third-party administrator (TPA) specializing in self-funded benefit plans, Cobalt Benefits Group (CBG) is committed to helping employers find high-quality coverage at a cost they can afford. We administer self-funded insurance benefits through our three companies: EBPA, Blue Benefit Administrators of Massachusetts, and CBA Blue.

With over 30 years of experience and a dedicated team of more than 180 employees, we work collaboratively to build customized self-funded health plans, manage claim payments and disputes, and administer other specialized programs such as FSAs, HSAs, COBRA, and retiree billing. Join us as we match employers across our region with the right solutions for their employee benefit needs.

To learn more about working at CBG, visit Careers | EBPA (ebpabenefits.com). Voted as one of the Best Places to Work in Vermont 2024!