IT User Support Specialist
About The Position
Altimeter Solutions Group is a leading provider of managed repair services tailored to the property insurance industry. We act as a critical bridge between carriers and policyholders, ensuring high-quality, efficient property restoration through our curated network of contractors. As a private equity-backed organization with strong annual revenue and a dedicated team of 250 employees, we are in a phase of rapid scaling and operational excellence. The User Support Specialist utilizes technical knowledge to implement and support IT initiatives, provide technical support, and resolves problems of a moderately complex nature. This individual will respond to Help Desk tickets and verbal requests for support and must possess a strong dedication to timely and thorough customer service while minimizing user impact.
Requirements
- Associate’s degree in information technology or a related field (or equivalent experience).
- A minimum of 5-7 years of customer service experience in an Information Technology environment
- Knowledge and understanding of various computer systems, hardware, software, and related computer peripherals.
- Ability to multi-task in a fast-paced environment with fluctuating priorities and deadlines.
Nice To Haves
- Bachelor’s degree in computer science, management information systems, or a closely related field.
- Relevant internships, projects, or certifications.
- Prior experience in a Help Desk or similar Technology Support environment, including experience supporting Windows clients and servers.
- Experience working in a growing environment is strongly preferred.
Responsibilities
- Manage issues to resolve for all Altimeter employees: log problems and document fixes in ticketing system while communicating with employees per department guidelines.
- Answers, prioritizes, and evaluates all incoming requests. Identify issues and determine problem solutions through diagnostic processes and procedures. Utilize available resources to resolve issues.
- Escalate technical problems according to established procedures.
- Assist users/departments in implementing requests or proposals and in assessing information system needs.
- Provide knowledge and technical articles for other support levels
- Maintain and install standard image for company devices
- Support and maintain user account information including rights, security, and systems groups.
- Create user instruction guides and best practice procedures.
- Conduct compatibility tests and functionality reviews on new or current software.
- Conduct technical research to assist with problem resolution.
- Assist IT staff on other related issues or duties as needed.
Benefits
- Benefits Package including Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, and an Employee Assistance Program
- HSA Bank with selection of High Deductible Health Plan
- 401K plan options
- Paid Holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
Number of Employees
251-500 employees
