benepass - People Experience Support Agent

• IT Helpdesk & Employee Support: Own the first-line IT helpdesk queue and serve as the first point of contact for employee requests across workplace technology and People processes. Triage and resolve routine issues, with particular focus on account provisioning, access changes, permissions, password resets, and timely access removal; keep employees informed and escalate sensitive or specialized requests. • Employee Expenses & Benefits: Process and audit employee expense submissions in line with policy. Administer HSA and LSA enrollments and ongoing changes, coordinate manual benefits processes for providers without reliable integrations, and help employees with routine questions. Over time, this role may expand to include payroll administration. • Workplace Technology & Equipment: Order and track laptops and accessories, coordinate delivery and setup, and fulfill hardware and software requests. Learn internal platforms to manage basic account provisioning, access changes, password resets, and software licensing. Troubleshoot common issues and explain steps clearly to employees. • Onboarding, Offboarding & People Administration: Coordinate checklists with Trust and People Operations, including laptop setup, welcome kits, standard access changes, and timely I-9 completion and verification following established procedures. Maintain org charts; track mandatory training and document acknowledgments; send reminders and follow up on overdue items; and support related administrative tasks. • AI & Service Improvement: Use approved AI tools to streamline support and improve AI-generated responses. Share feedback on what works, identify recurring employee friction, and contribute to small improvements to support workflows.