IT Support Specialist II

Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.

About the Opportunity

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.

The organization was created because there was an evident gap in the market for premium insurance made simple. Consumers deserve more complete coverage at competitive prices.

• The Price Difference: Using cutting-edge data and technology, the company provides customizable, competitive prices to protect valuable assets.
• The Policy Difference: Coverages are truly customizable to meet individual protection needs, for both standard coverages and optional add-ons.
• The Experience Difference: From tailored claims handling to highly responsive customer service, the focus is on making the home insurance purchasing process a better overall experience.

Welcome to your next adventure.

At the company, people are just as important as the product. For the organization, collaboration, communication, and work-life balance are more than nice-to-haves— they’re the must-haves that make the team who they are. A great company is the result of a shared set of values, so these qualities are looked for in every candidate hired.

• Integrity
• Empathy
• Teamwork
• Curiosity
• Urgency

The hiring process has been designed with the candidate in mind. At every step, there is a chance to present strengths and learn more about what makes the company a great place to work.

The organization is committed to Diversity, Equity, & Inclusion. Individuality is embraced, and diverse teams are believed to be winning teams. The commitment to inclusion across race, gender, age, religion, identity, and experience drives the organization forward every day.

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. This role will take ownership of technical challenges, contribute to the improvement of IT processes, and collaborate with other teams to ensure IT operations are efficient and effective. This position is ideal for a skilled IT professional who is ready to take on a larger role in technical support and is passionate about process improvement.

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

• Education: 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.

At this time, visa sponsorship cannot be provided for this position, now or in the future.

Compensation & Benefits

Below is the budgeted salary range for this position. 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.

Budgeted Salary Range$68,000—$81,000 USD

The full salary range shows the min to max salary range for this position. Actual compensation will be commensurate with experience and qualifications and determined based on various factors including the candidate's qualifications, skills, and experience.

Full Salary Range$64,000—$106,500 USDBenefits & Perks

• Remote-First Culture - The organization supported #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
• Referral Program and Reward

Depending on position, employees are generally eligible for cash incentive compensation, including commissions for sales eligible roles. In all cases, eligibility for compensation and benefits is subject to applicable plan and policy terms in effect from time to time.

U.S. Citizens, Green Card Holders, and those authorized to work in the U.S. for any employer and currently residing in the US will be considered.

The organization is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. The organization is an E-Verify Employer in the United States. The organization will make reasonable accommodations for qualified individuals with known disabilities under applicable law.

The organization strives to provide an exceptional applicant and candidate journey when you engage with them. In an effort to respond to applicants in a timely manner, AI is leveraged to organize applications and resumes based on required and applicable skills and experience. To allow applicants to drive their initial interview experience, an AI-supported scheduling tool may be leveraged so candidates can choose when to meet with the team. While AI assists with efficiency, all hiring decisions are made by team members. Data is protected according to privacy laws and company policies. Contact the recruitment team with any questions about the AI-assisted hiring process.