IT Support Specialist

3 weeks ago

Gilbert, United States One Claim Solution Full time

One Claim Solution is a fast-growing insurance billing company based in Gilbert, AZ. Our contractors are the backbone of America-small, independent businesses that repair homes damaged by floods and fire. These businesses hire OCS to help with insurance claims billing. We use our expertise in working with property casualty insurance companies to help contractors get paid more, faster so they can run their businesses better.

We are in search of an IT Support Specialist to manage, maintain, and enhance our IT infrastructure. In this role, you will be the cornerstone of our IT operations, providing a wide array of IT services to ensure a seamless workflow and robust security. This is a unique opportunity for an IT professional eager to wear many hats and make a significant impact in a growing organization.
- This is an 100% in office role located in Gilbert, AZ._

**Responsibilities**:
**Services**:

- Provide comprehensive support for Windows and Mac systems including troubleshooting hardware, software, and network-related issues. The bulk of our systems are Mac, so deep familiarity with Mac OS is required.
- Lead procurement support processes by identifying the necessary IT resources, negotiating with suppliers, and ensuring timely acquisition and deployment of hardware and software.
- Oversee onsite ready-to-work deployment ensuring new systems and technologies are deployed efficiently with mínimal disruption.
- Manage VoIP services ensuring seamless communication, troubleshooting connectivity issues, and liaising with service providers for any necessary upgrades or repairs.
- Offer professional services by providing technical consultancy, system optimization recommendations, and implementing new technologies that align with organizational goals.
- Support and maintain the Brivo access control system (issuing badges for new employees), ensuring a secure and efficient environment for staff and visitors.
- Supervise contractor services, working with external vendors and service providers to ensure timely and quality service delivery.

**Helpdesk**:

- Establish and manage helpdesk operations, ensuring prompt and efficient resolution of IT issues.
- Define and uphold Service Level Agreements (SLA) for response times, categorizing issues based on urgency and impact.
- Develop and maintain a wiki/runbook to enable quick resolution of common issues and support business continuity.
- Schedule and oversee on-site services, coordinating timely resolutions for all on-site IT issues.

**Cybersecurity**:

- Administer antivirus solutions, ensuring robust protection against malware and other threats.
- Manage Patch and Inventory to ensure all systems are updated, well-audited, and compliant with industry standards.
- Oversee Unified Endpoint Management (UEM), Extended Detection and Response (EDR), and Security Operations Center (SOC) operations, ensuring a comprehensive security posture.
- Conduct regular phishing tests to assess organizational resilience and implement corrective measures as needed.
- Deliver employee security training programs to foster a culture of cybersecurity awareness.

**Backup and Disaster Recovery**:

- Administer and monitor backups for Google Workspace / Google Drive, ensuring data integrity and availability.
- Oversee other cloud backup solutions, ensuring a comprehensive and robust backup and recovery strategy is in place.
- Conduct regular tests and drills to ensure readiness for any potential data loss scenarios.

**User Support and Training**:

- Provide frontline support for all IT-related issues, ensuring a positive user experience.
- Create and maintain training materials and system documentation, ensuring users have access to necessary resources for self-service troubleshooting and learning.

**Qualifications**:

- Bachelor's degree in Computer Information Systems, Computer Science, Information Technology, or a related field OR
- 1-3 years of experience in IT support and related roles, preferably in a small to mid-sized organization.
- Experience managing Google Workspace (we are not a Microsoft shop) (preferred)
- Relevant certifications such as CISSP, CISM, or CISA are preferred.
- Strong knowledge of IT operations, systems, and methodologies.
- Excellent troubleshooting, organizational, multitasking, and leadership skills.
- Exceptional verbal and written communication skills.

**What we offer**:

- Medical, Dental, and Vision Insurance
- Paid Parental Leave
- 401(k) with employer matching
- Generous PTO
- Performance bonus

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