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IT Support Specialist

Company: Alera Group
Location: Tacoma
Posted on: January 16, 2022

Job Description:

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.Responsibilities Job FunctionProvide technical assistance and support for incoming queries and issues related to computer systems, servers, software, and virtual machinesRespond to trouble tickets, help desks calls, and walkup service desk requestsProvide technical training to end usersTroubleshoot, diagnose, escalate, and resolve incidents within defined SLAsTroubleshoot and resolve Windows, Office, and Active Directory issuesDevelop and maintain internal knowledgebase and FAQ's for customersSupport and contribute to special projects as neededDemonstrate initiative and find proactive ways to improve our environmentTravel to other branches as needed (Qualifications QualificationsEnthusiasm to learn and support new software and technologiesStrong communication skills including the ability to explain technical concepts to non-technical usersExperience in a technical or desktop support roleExcellent troubleshooting and analytical skillsOffice 365 administration experienceUnderstanding IT and network fundamentals such as OSI, DNS, DHCP, and VPNTechnical experience with Microsoft Windows Server 2012/2016/2019Preferred SkillsBroad working experience implementing and troubleshooting Active Directory and Group PoliciesExperience with Zendesk, Okta, Mimecast, Ring Central (or equivalents)Hands on experience with AWS and/or Azure servicesExperience with Amazon Workspaces and/or Microsoft Virtual DesktopA+, Network+, Security+, CCENT, MCSA, AWS CCP, AWS CSA or other technical certificationsEqual Opportunity Employment 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.

Keywords: Alera Group, Tacoma , IT Support Specialist, Other , Tacoma, Washington

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