Desktop Support Specialist I

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community. 

• For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams. 

• For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S. 

• For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally. 

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference. 

We have an opportunity for a Desktop Support Specialist I or II.  (We will consider level II based on relevant skils and experience.) 

This position acts as a consultant to both End-Users and IT in their use of desktop computing resources. Supports and maintains company owned computer systems, desktops and peripherals. This includes diagnosing, repairing and maintaining all hardware and equipment while ensuring optimal workstation performance. This person will also troubleshoot problem areas in a timely and accurate fashion.

Education:

High School Diploma or equivalent. CompTIA A+ or a relevant IT support certification a plus.

Experience/ Knowledge:

•  0-1 years of experience in a technical support role or a related field. 
•  Basic understanding of computer hardware, software, and operating systems.
•  Working knowledge of Microsoft Office Suite and familiarity with various operating systems (e.g., Windows, Mac).
•  Proficiency in customer service principles and active listening skills.
•  Understanding of basic troubleshooting methodologies for common user issues.

Responsibilities:

Provide Level 2 technical support for desktop hardware, software, and peripherals.

● Troubleshoot and resolve a wide range of user-reported issues using established procedures and knowledge base resources.

● Diagnose and escalate complex issues to Level 3 support for further resolution.

● Provide remote support to users encountering technical difficulties

● Install, configure, and maintain company-owned workstations and peripherals according to established standards.

● Perform routine maintenance tasks to optimize workstation performance and security.

● Assist users with basic security best practices (e.g., password management, and malware awareness).

● Maintain accurate documentation of resolved issues and troubleshooting procedures.

● Contribute to the knowledge base with well-documented solutions for common user problems..

● Adheres to company policies and procedures as outlined in the Human Resources Policy Guide and follows departmental and functional area standards, rules, guidelines, processes, and policies as identified by management.

Thank you for considering MAPFRE Insurance as part of your career journey. 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.  

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.