What are the responsibilities and job description for the IT Support Specialist position at Alera Group?
Are you an energetic person with a strong technical aptitude, problem-solving and customer service skills? Do you have a growth mindset and work well in a team environment? We are looking for a Service Desk Support Specialist; a developing technology professional with the ability to learn quickly and troubleshoot while being a responsive advocate for end user needs.
This role is a member of the IT team at one of the nation’s largest independent insurance agencies that built its business creating innovative solutions to the toughest risk management challenges. Propel Insurance is a forward-looking, customer-centric company and is committed to technical innovation that advances delivery of deep industry expertise to solves our clients’ problems.
Responsibilities include providing technical support to users by researching and answering questions; identifying problems, researching answers, and guiding clients through corrective steps; updating tickets and maintaining documentation and user reference materials; identifying system performance issues and recommending changes; and participating in a variety of strategic technology projects.
Applicants should understand high quality customer service and have excellent listening, speaking, and writing skills. You will be expected to effectively communicate via email, chat, and directly over the phone with users including executives, and with vendors.
This role offers numerous career growth opportunities related to Cloud Services Admin, Security, and Process Automation. Platforms supported include an AWS virtual desktop environment running via a mix of Laptops, Thin Clients, and Wyse Zero Clients. We support M365, Windows, and macOS; and we operate on a variety of SaaS administrative tools and services.
Job Function
- Provide technical assistance and support for incoming queries and issues related to computer systems, servers, software, and virtual machines
- Respond to trouble tickets, help desks calls, and walkup service desk requests
- Provide technical training to end users
- Troubleshoot, diagnose, escalate, and resolve incidents within defined SLAs
- Troubleshoot and resolve Windows, Office, and Active Directory issues
- Develop and maintain internal knowledgebase and FAQ’s for customers
- Support and contribute to special projects as needed
- Demonstrate initiative and find proactive ways to improve our environment
- Travel to other branches as needed (<10%)
Qualifications
- Enthusiasm to learn and support new software and technologies
- Strong communication skills including the ability to explain technical concepts to non-technical users
- Experience in a technical or desktop support role
- Excellent troubleshooting and analytical skills
- Office 365 administration experience
- Understanding IT and network fundamentals such as OSI, DNS, DHCP, and VPN
- Technical experience with Microsoft Windows Server 2012/2016/2019
Preferred Skills
- Broad working experience implementing and troubleshooting Active Directory and Group Policies
- Experience with Zendesk, Okta, Mimecast, Ring Central (or equivalents)
- Hands on experience with AWS and/or Azure services
- Experience with Amazon Workspaces and/or Microsoft Virtual Desktop
- A , Network , Security , CCENT, MCSA, AWS CCP, AWS CSA or other technical certifications
We offer comprehensive benefits to employees, including medical, dental, STD, LTD and life insurance, 401k, paid time off and much more.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
If you're a California resident, please read the California Consumer Privacy Act prior to applying.
About the Company:
Alera Group
