IT Support Specialist II

About the role

The company is rebuilding insurance from the ground up, re-envisioning and enhancing every aspect of the customer experience. This requires a rapidly growing team of exceptional, curious, empathetic people with a wide range of skill sets, spanning technology, data science, product, marketing, sales, service, claims handling, finance, etc.

Job Details:

An experienced and proactive IT Support Specialist II is sought to join the team. In this mid-level role, this individual will be instrumental in managing the IT infrastructure, resolving complex technical issues, and guiding junior team members.

Key Responsibilities

• Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis.
• Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems.
• Administer and maintain IT infrastructure, including user account management, access control, and other critical systems.
• Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness.
• Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team.
• Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications.
• Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions.
• Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software.
• Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools.
• Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends.
• Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring understanding.

Requirements

• Educational background: Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications.
• Experience: 3-5 years of experience in an IT support role.
• Technical Acumen: In-depth understanding of hardware, software, and IT environments; proven experience in advanced troubleshooting and problem resolution; strong understanding of networking concepts; knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace; proficiency in macOS and Windows environments; awareness of scripting languages, no code automation tools, and infrastructure as code technologies; ability to implement IT best practices and processes.

Core Competencies

• Customer Service: A strong commitment to providing prompt and effective support to end-users with a patient and empathetic approach.
• Communication Skills: Communicates clearly and concisely with both technical and non-technical stakeholders, actively listening and ensuring understanding.
• Documentation: Creates and maintains comprehensive documentation for IT infrastructure and processes, sharing knowledge with the team.
• Process Improvement: Proactively identifies opportunities to enhance IT support processes and implements solutions to increase efficiency.
• Proactive Learning: A strong desire to learn and expand technical knowledge.
• Collaborative Problem-Solving: Acts as a resource for troubleshooting across the organization, working with other IT teams to address complex issues.

Location

This is a remote position with candidates in the Central Time zones preferred, with the ability to flex hours as needed.

Compensation & Benefits

The budgeted salary range for this position is $68,000—$81,000 USD. Actual compensation for this position will be determined based on the successful candidate's experience and skills. A compensation package will be provided that not only reflects the responsibilities and requirements of the role but also the unique expertise that the chosen candidate will bring to the team.

Benefits & Perks

• Remote-First Culture - The organization supports #remotelife long before it was a given and will continue to promote it.
• Competitive Salary & Equity - Comprehensive Medical, Dental, and Vision Plan Offerings; Life and disability coverage including voluntary options; Parental Leave - up to 8 weeks (320 hours) of paid parental leave based on meeting eligibility requirements (Birthing parents may be eligible for additional leave through STD); 401K Company Contribution - The company contributes 3% of the employee's gross income, even if the employee does not contribute; Work-from-home stipend - A $1,500 allowance is provided to spend on setting up a home workplace; Annual Professional Development Fund: Each employee has $2,000 in professional development (PD) funds to spend on activities or resources annually; The organization wants each employee to achieve personal and professional success and to feel supported, confident, and informed about improving their efficiency and productivity.
• Be Well Program - Employees receive $50 per month to use towards overall well-being.
• Paid Volunteer Service Hours.
• Contact the recruitment team with any questions about the AI-assisted hiring process.