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Senior Technical Support Specialist
2 months ago
Group 1001 is a consumer-focused, technology-oriented consortium of insurance firms dedicated to providing exceptional value and operational excellence by merging financial robustness with profound insurance knowledge and a proactive culture.
Group 1001, along with its affiliated entities, is deeply committed to fostering a nurturing work atmosphere where the uniqueness of each employee is celebrated.
Diversity is a crucial element in creating an inclusive workplace and is fundamental to building a high-performing team.
Diversity encompasses all the characteristics that make us distinct individuals.Every employee shares the duty of upholding a workplace culture that values dignity, respect, understanding, and appreciation of both individual and collective differences.
We are in search of a proficient and committed Senior Technical Support Specialist to deliver outstanding end-to-end user assistance for our organization's key leaders.
This position necessitates a robust technical foundation, exceptional communication abilities, and the capacity to address intricate issues with efficiency. The ideal candidate will possess substantial experience in technical support, particularly with Windows, Microsoft Office, and MacOS environments.The ability to think critically, navigate ambiguous scenarios, swiftly resolve problems, and comprehend user personas while gaining a thorough understanding of our clients' operations is vital for the success of this role.
Key Responsibilities:
Executive Assistance:
Provide around-the-clock, personalized technical support to C-suite executives, senior management, and other essential stakeholders.
Recognize the distinct needs and preferences of each executive and customize support accordingly.
Address urgent requests promptly and professionally.
Lead technology initiatives essential for executive needs and manage communications regarding technology policies that affect the executive experience.
Travel to various locations as required.Desktop Support:
Diagnose and resolve all reported technology issues, including at office locations and client sites.
Support mobile devices, including iPhones and iPads, and manage related policies.
Ensure smooth integration of diverse technologies.
Application Support:
Assist executives with Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, Teams, etc.).
Resolve application-related issues and provide timely solutions.
Collaborate with IT teams to address compatibility challenges.
Remote and On-Site Support:
Offer remote assistance for executives working from home or traveling.
Provide on-site support for critical issues or hardware replacements when necessary.
Security and Compliance:
Educate executives on best practices for security.
Ensure adherence to company policies and data protection regulations.
Monitor and address any security vulnerabilities.
Documentation and Training:
Maintain precise records of support requests, resolutions, and system configurations.
Create user-friendly guides and tutorials for common tasks.
Conduct training sessions for executives as needed.
Collaboration:
Work closely with other IT teams (network, infrastructure, security) to resolve complex issues.
Collaborate with vendors for hardware repairs and software licensing.
Continuous Improvement:
Stay informed about industry trends, emerging technologies, and best practices.
Propose enhancements to existing processes and tools.
Qualifications:
Education: Bachelor's degree in computer science, Information Technology, or a related field (preferred but not mandatory)
Experience:
Minimum of 10 years of experience in technical support or desktop support roles.
Extensive experience in supporting Windows operating systems, Microsoft Office suite (365), and MacOS.
Familiarity with JAMF, Intune, Azure environments, and DaaS (AWS/AVD) is a plus.
Skills:
Excellent critical thinking, problem-solving abilities, and meticulous attention to detail.
Strong communication and interpersonal skills, capable of explaining technical concepts to non-technical individuals.
Ability to work independently and prioritize tasks effectively.
Customer-focused mindset with a strong passion for serving clients.
Comprehensive knowledge of all aspects of IT solutions and services.
Certifications such as CompTIA A+,
Microsoft Certified:
Modern Desktop Administrator Associate, or Apple Certified Support Professional (ACSP) are advantageous.
Compensation:
Our compensation reflects the cost of labor across various U.S. geographic markets.
The base pay for this position ranges from $150,000/year in our lowest geographic market up to $200,000/year in our highest geographic market.
Pay is determined by several factors including market location and may vary based on job-related knowledge, skills, and experience.
Benefits Highlights:
Employees who meet benefit eligibility criteria and work 30 hours or more weekly can enroll in Group 1001's benefits package.
Employees (and their families) are eligible for comprehensive health, dental, and vision insurance options.Employees can also access Basic and Supplemental Life Insurance, Short and Long-Term Disability, and enroll in the Company's Employee Assistance Program and other wellness initiatives.
Employees may participate in the Company's 401K plan, with matching contributions by the Company.