Who is QRM:

Quality Resource Management, LLC (QRM) is an inbound call center serving over 1,000 companies nationwide. We process First Notice of Loss (FNOL) claims, supporting all lines of business. Our flexible service models include 24/7 availability, after-hours support, overflow handling, and specialized CAT (catastrophe) resources.

About the Role:

As a Help Desk Technician, you will serve as the first point of contact for users seeking technical assistance or support to ensure smooth and efficient IT operations. This role involves diagnosing and resolving hardware, software, and network issues, managing support tickets, and maintaining high standards of customer service.

• Shift:
  • Sunday – Thursday; 8:00 AM – 4:00 PM (37.5 hours per week)
    • Includes a 30-minute unpaid break each day
    • Option to work 8:00 AM – 5:00 PM with a one-hour unpaid lunch for those seeking a 40-hour work week
• Location Requirement: Remote
  • Must reside in an approved state: AL, AR, FL, GA, ID, IA, KS, KY, LA, MS, NE, NC, OK, SC, SD, TN, TX, UT, VA, WI

Key Responsibilities:

• Serve as the first point of contact for users seeking technical assistance via phone, email, or virtual support platforms.
• Diagnose and resolve hardware, software, and network issues in a timely and efficient manner.
• Provide technical support for Windows systems, printers, and standard office applications.
• Escalate complex problems to the Director of IT when necessary.
• Install, configure, and maintain desktop/laptop computers, peripherals, and software applications.
• Maintain accurate documentation of user issues, troubleshooting steps, and resolutions using Help Desk.
• Set up new user accounts, email, access permissions, and other onboarding/offboarding tasks.
• Assist with system updates, patches, and backups to ensure security and reliability.
• Educate users on best practices and basic troubleshooting steps.
• Collaborate with IT team members to identify trends and improve help desk procedures.
• Performs other related duties as assigned.

Network Requirements:

• Private, secure internet connection (Ethernet recommended, no public Wi-Fi or VPNs)
• Speed test required upon hire (www.speedtest.net)
• Logins must occur within the U.S.

Desired Characteristics:

• Ability to provide professional and courteous phone demeanor while clearly communicating technical information to users.
• Ability to provide concise written documentation and email correspondence that ensures issues are accurately recorded and resolved efficiently.
• Ability to work effectively with teams cross-departmental
• Ability to manage multiple tickets or requests efficiently.

Qualifications:

• 18 years or older
• High school diploma or GED
• IT certifications preferred
• 1-2 years of computer information systems education preferred
• Basic knowledge of networking concepts and understanding of cybersecurity principles and safe computing practices.
• Must have a personal cell phone
• Excellent communication skills (written and oral)
• Reliable, punctual, and able to self-manage
• Ability to multi-task and thrive under pressure
• Must be authorized to work in the U.S. without sponsorship

Benefits & Compensation:

• Pay: Based on experience
• Medical: Eligible 1st day of month following hire
• Ancillary Benefits: Eligible 1st day of month after 60 days (Dental, Vision, Life & AD&D, Accident Insurance, Critical Illness, Dependent Care, FSA, Telemedicine, Long & Short-Term Disability, Employee Assistance Program, SavvyFi College Savings)
• 401K: Eligible after 6 months
• PTO: Eligible after 90 days

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