Desktop Support Engineer, Level II

Job Title: Desktop Support Engineer Level II

Location: Boise

About Us:
At USLI, we're not just about insurance — we are committed to making a difference, both internally and externally. Our community is built upon five values: Caring, Attitude, Respect, Empathy and Energy. Our commitment to these values leads us to make better decisions and furthers our true sense of community. By joining our team, you'll be part of a vibrant organization that values innovation, collaboration and growth. Here, you'll have the opportunity to shape the future of insurance and make a meaningful impact.

Your Role:
You will be the first point of contact for community members experiencing technical issues, offering support in person, by phone or through email. You will troubleshoot, document and escalate issues to level II or technical lead engineers when needed, ensuring consistent communication and high-quality service. You will also help educate users by offering training and tutorials on systems and tools, supporting both our technology and community culture.

Key Responsibilities:

• Responsive support:
  Provide timely technical assistance and troubleshooting to community members
• Clear communication:
  Respond to phone calls, emails and support tickets with professionalism and clarity
• Collaborative escalation:
  Escalate issues appropriately to level II or technical leads when needed
• Proactive education:
  Learn and stay informed about our technology, insurance products and business model
• Analytical problem-solving
  : Diagnose technical problems and determine effective solutions or workarounds
• Accurate documentation:
  Maintain records of support interactions, troubleshooting steps and outcomes

What You'll Bring:

• Service mindset:
  A strong commitment to supporting others and delivering high-quality service
• Technical proficiency:
  Familiarity with hardware, software and operating systems
• Problem-solving skills:
  Ability to assess issues and resolve them efficiently
• Effective communication:
  Clear written and verbal skills, with the ability to explain technical topics in simple terms
• Organizational ability:
  Skill in managing multiple tasks and prioritizing effectively
• Adaptability:
  Openness to learning new systems and technologies quickly

Qualifications:

• Minimum of three years application support or comparable experience
• Proven customer service mindset
• Clear and concise communication with both technical and non-technical users
• 12 to 8 p.m. Mountain time

What We Offer:
One of the advantages of working at USLI is the competitive salary and benefits program we offer full-time and eligible part-time employees. Benefits include performance-based triannual bonuses, medical benefits paid at 100% for full-time employees and 80% for eligible part-time employees, a profit-sharing program, free lunch every day while on-site and more than 450 annual personal and professional development courses.
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Why USLI?
At USLI, we are committed to fostering a vibrant and inclusive community that celebrates the rich diversity of all ethnicities, nationalities, abilities, genders, gender identities, sexual orientations, ages, religions, socioeconomic backgrounds and life experiences. We understand the importance of continuous learning, self-reflection, acknowledging our biases and expanding our perspectives beyond our own. We actively encourage open dialogue on diversity, equity, inclusion and belonging to support a workplace where every individual feels valued, respected and empowered to contribute at their fullest potential. Join us in building a diverse and inclusive environment where our shared values drive us toward excellence.