Helpdesk Specialist

5 days ago

Downers Grove, Illinois, United States Employment Process Group Full time
Job Title: Helpdesk Specialist

Company: ASNOA (Agent Support Network of America)
Location: Downers Grove, IL (Hybrid Schedule)
Type: Full-Time
Salary: $50,000+ annually, with full benefits

About ASNOA

ASNOA ) is a fully integrated business services and support network for independent insurance agents, with over 30 years of industry expertise. We offer innovative technology solutions, training, back-office support, and marketing tools to help agencies grow and succeed.

About the Role

As a Helpdesk Specialist, you'll manage the daily operations of our support ticketing system, ensuring all internal and external inquiries are handled with accuracy, professionalism, and efficiency. You'll play a key role in optimizing our customer experience by leveraging HubSpot Service Hub tools and improving internal processes.

Key Responsibilities

  • Lead daily management of the HubSpot Service Hub ticketing system, including ticket assignment, monitoring, and escalation.

  • Design, implement, and optimize ticket pipelines, workflows, SLAs, and automation processes.

  • Analyze ticket trends and generate reports to identify recurring issues and areas for improvement.

  • Train and support team members in the use of HubSpot service tools.

  • Maintain and update the company's Knowledge Base, ensuring articles remain accurate and accessible.

  • Monitor customer service KPIs such as first response time, resolution time, customer satisfaction, and ticket backlog.

  • Collaborate with CRM administrators to enhance integration between HubSpot Service, Marketing, and Sales Hubs.

  • Manage ticket escalations and ensure prompt resolution of customer concerns.

  • Serve as a liaison between support agents and other internal departments to streamline communication and resolution.

Requirements

  • Approximately 3+ years of experience in help desk, customer support, or service desk roles.

  • At least 1 year of hands-on experience managing HubSpot Service Hub or a similar CRM platform.

  • Strong familiarity with SLAs, customer support KPIs, ticket routing, and CRM workflows.

  • Experience in SaaS or B2B support environments using tools like Intercom, Zendesk, or Freshdesk.

  • Knowledge of CRM integrations, knowledge base systems, and basic CRM administration is a plus.

  • Excellent communication skills, attention to detail, and a proactive mindset.

What We Offer

  • Salary $50,000+, depending on experience

  • 100% paid benefits

  • Paid time off (PTO), holidays, and sick leave

  • Hybrid work schedule based in Downers Grove, IL

  • Clear path to growth within a stable, tech-forward company

  • Helpdesk Specialist

    7 days ago

    Downers Grove, IL, United States Employment Process Group Full time

    About the job Helpdesk Specialist Job Title: Helpdesk SpecialistCompany: ASNOA (Agent Support Network of America) Location: Downers Grove, IL (Hybrid Schedule) Type: Full-Time Salary: $50,000+ annually, with full benefits About ASNOA ASNOA (https://asnoa.com/) is a fully integrated business services and support network for independent insurance agents, with...

  • Helpdesk Specialist

    2 days ago

    Downers Grove, IL, United States Employment Process Group Full time

    About the job Helpdesk Specialist Job Title: Helpdesk SpecialistCompany: ASNOA (Agent Support Network of America) Location: Downers Grove, IL (Hybrid Schedule) Type: Full-Time Salary: $50,000+ annually, with full benefits About ASNOA ASNOA (https://asnoa.com/) is a fully integrated business services and support network for independent insurance agents, with...

  • Helpdesk Specialist

    8 hours ago

    Downers Grove, IL, United States Employment Process Group Full time

    About the job Helpdesk Specialist Job Title: Helpdesk SpecialistCompany: ASNOA (Agent Support Network of America) Location: Downers Grove, IL (Hybrid Schedule) Type: Full-Time Salary: $50,000+ annually, with full benefits About ASNOA ASNOA (https://asnoa.com/) is a fully integrated business services and support network for independent insurance agents, with...

  • Mac OS Desktop Engineer

    7 days ago

    Downers Grove, United States InterSources Full time

    Overview : Seeking a contract macOS Desktop Engineer to support the buildout and expansion of our enterprise macOS environment. This role is critical in helping us offer macOS as a supported platform alongside Windows by October 1st. The ideal candidate will have strong experience with macOS administration, Microsoft Intune, and scripting for automation and...

  • Mac OS Desktop Support

    1 week ago

    Downers Grove, IL, United States Equiliem Full time

    ob Description Location: ONSITE 5 days/week - Downers Grove, IL Overview: Client is seeking a contract macOS Desktop Engineer to support the buildout and expansion of our enterprise macOS environment. This role is critical in helping us offer macOS as a supported platform alongside Windows by October 1st. The ideal candidate will have strong experience with...

  • Mac OS Desktop Support

    6 days ago

    Downers Grove, IL, United States Equiliem Full time

    ob Description Location: ONSITE 5 days/week - Downers Grove, IL Overview: Client is seeking a contract macOS Desktop Engineer to support the buildout and expansion of our enterprise macOS environment. This role is critical in helping us offer macOS as a supported platform alongside Windows by October 1st. The ideal candidate will have strong experience with...

  • Mac OS Desktop Support

    2 weeks ago

    Downers Grove, IL, United States Equiliem Full time

    ob Description Location: ONSITE 5 days/week - Downers Grove, IL Overview: Client is seeking a contract macOS Desktop Engineer to support the buildout and expansion of our enterprise macOS environment. This role is critical in helping us offer macOS as a supported platform alongside Windows by October 1st. The ideal candidate will have strong experience with...

  • Mac OS Desktop Support

    7 hours ago

    Downers Grove, IL, United States Equiliem Full time

    ob Description Location: ONSITE 5 days/week - Downers Grove, IL Overview: Client is seeking a contract macOS Desktop Engineer to support the buildout and expansion of our enterprise macOS environment. This role is critical in helping us offer macOS as a supported platform alongside Windows by October 1st. The ideal candidate will have strong experience with...

  • Mac OS Desktop Engineer

    2 days ago

    Downers Grove, IL, United States InterSources Full time

    RT | Mac OS Desktop Engineer | Accepting Candidates | P1 | Infrastructure, Enterprise Software, Engineering, Cloud | _Job #1103156 | Open Location: Downers Grove. IL INTAKE CALL NOTES: • PROJECT: They are responsible for tasked with building out the same amount of support we supply for Windows devices for Mac devices. They have already started on this...

  • Mac OS Desktop Engineer

    11 hours ago

    Downers Grove, IL, United States InterSources Full time

    RT | Mac OS Desktop Engineer | Accepting Candidates | P1 | Infrastructure, Enterprise Software, Engineering, Cloud | _Job #1103156 | Open Location: Downers Grove. IL INTAKE CALL NOTES: • PROJECT: They are responsible for tasked with building out the same amount of support we supply for Windows devices for Mac devices. They have already started on this...