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IT Support Specialist II

3 months ago

Columbus, United States Root Full time

****The position.****

The engineering team at Root strives to be one of the most transformative engineering teams ever. Were changing the way an industry works by leveraging technology and data to build the best products possible. Even with our significant growth, we operate in small teams that are given ownership over projects and results. Weve found that the people closest to the problems are the best at solving them. Were actively hiring Engineers remotely and excited to announce that Root is a work where it works best company. Meaning we will support you working in whatever location that works best for you across the US. We will continue to have our headquarters in Columbus and offices in other locations to give more flexibility and more choice about how we live and work.

Root is looking for a knowledgeable Information Technology Specialist to join our critical IT Team; the engine keeping our fast-paced organization moving. As an IT Specialist II, youll support numerous teams within the company, ensuring peak productivity and working to efficiently resolve the wide variety of IT challenges our employees encounter on a daily basis.

Youll be asked to push the boundaries of what you know, and continue to learn quickly as you coach and mentor employees to resolve their technological issues. Were looking for someone with a passion for supporting the organization through a customer service mindset and automating wherever possible to create efficient, accurate workflows in a fast-paced work environment. Our goal is to leverage technology, data, and a team of highly talented people to support and maintain our end-user experience. This will be a hybrid role working out of our Columbus, OH HQ as needed and will report to the Manager or IT Operations.

****What you'll achieve.****

* Operate as a Tier-2 technical support for end-users, escalating questions regarding the functionality of internal applications to the engineering team on a case-by-case basis

* Under minimal direction, provide technical support to end-users for client-side applications

* Identify, locate, isolate, and resolve/repair problems within scope of specialty, escalating issues as needed

* Identify technology trends and provide reports/recommendations to senior management for future technology needs/bug reporting and equipment needs of the team

* Resolve problems that have no documented solutions by drawing on past experiences and training

* Assist training team to develop user guides and document/address common issues

* Use ticketing system to support and resolve technical issues for local and remote users

* Establish fixes for common issues to limit the number of tickets and downtime for end-users and works to develop a knowledge base of these issues

* Seek feedback from new hires on the equipment and setups (local and remote) and respond accordingly

* Work with remote teams to understand equipment needs offsite

* Assist in equipment exchanges when necessary and help with inventory management

* Act as systems access admin for all claims-specific applications

* Work cross-functionally with teams on projects such as onboarding, information security and workspace experience

* May interact with network services, software developers, product operations, and vendors to re-establish service by identifying and resolving problems

****What we're looking for.****

* 2+ years of experience in an office environment, specifically in an IT/help desk role

* Comfortable working on both Mac and PC platforms to effectively image, troubleshoot, and solve problems of varying levels of complexity in a remote environment

* Able to train and mentor both peers and internal customers to resolve IT issues whenever possible on their own

* A thorough understanding of enterprise management technology for Windows and Macintosh platforms

* Must be detail-oriented, able to multitask, and excel in a fast-paced environment with minimal supervision

* Must be able to meet deadlines, work with a sense of urgency and have excellent interpersonal skills

* Ability to handle ambiguity and quickly adapt when changes occur

* The ability to work in-office at our Columbus, OH HQ as needed

**Join us**

At Root, we judge people based on the merit of their work, not who they are. If you are passionate about what this role entails and solving real problems, we encourage you to apply. We want to learn about you and what you can add to our team.

**Who we are**

Were harnessing the power of technology to revolutionize insurance. Using machine learning and mobile telematic platforms, weve built one of the most innovative FinTech companies in the world. And were just getting started.

**What draws people to Root**

Our success is in large part due to our unwavering standards in hiring. We recognize that our products are only as good as the people building and promoting them. We want individuals who find solutions by going through the cycle of ideation to implementation with curiosity, rigor, and an analytical lens. Ask anyone who works here and youll hear similar reasons for why they joined:

**Autonomy**for assertive self-starters, the opportunities to contribute are limitless. **Impact**by challenging the way its always been done, we solve problems that have a big impact on our business. **Collaboration**we encourage rich discussion and civil debate at every turn. **People**we are inspired by the collection of crazy-smart people around us.

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