IT Support Specialist II

Frontline Insurance Managers Inc. • Lake Mary, FL

19h

About The Position

At Frontline Insurance, we are on a mission to Make Things Better, and our IT Support Specialist II plays a pivotal role in achieving this vision. We strive to provide high quality service and proactive solutions to all our customers to ensure that we are making things better for each one. What makes us different? At Frontline Insurance, our core values – Integrity, Patriotism, Family, and Creativity – are at the heart of everything we do. We’re committed to making a difference and achieving remarkable things together. If you’re looking for a role, as a Systems Administrator III where you can make a meaningful impact and grow your career, your next adventure starts here!

Requirements

• Basic TCP/IP Networking Protocols.
• Must have experience with the Microsoft Windows client operating systems such as Windows 10/11.
• Experience with Microsoft Office 365 and other SaaS products including MFA
• Experience with general troubleshooting practices concerning desktop PC’s
• Knowledge of common computing terminology and practices.
• Strong problem-solving skills.
• Strong attention to detail.
• Strong customer service orientation.

Nice To Haves

• Experience with laptop encryption a plus

Responsibilities

• Provide Tier II technical support.
• Provide exceptional and professional customer service to our internal customers
• Log all contacts - calls, emails, web forms, chat sessions, or voicemails - into the appropriate ticketing tool
• Troubleshoot, diagnose, and resolve application issues following standard operating procedures and using knowledge support tools
• Show strong initiative, attention to detail and ability to interpret and resolve problems
• Research and develop resolutions for problems that are presented, and when necessary, escalate to the appropriate escalation partners or internal management or subject matter experts
• Develop strong relationships with client and escalation groups to ensure forwarded requests are completed in a timely and efficient manner.
• Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
• Primary contributor and reviewer of knowledge base
• Participates in the development and maintenance of Service Desk procedures and documentation
• Participate in ongoing training for service desk operations
• Lead and deliver on small or medium projects that may be assigned
• Assist with the deployment of system and security patches in a timely and complete manner.
• Performs addition, removal, changes to users within systems in a timely and complete manner.
• Leads the onboard / off-board process.
• Provides maintenance and support of Office 365, Active Directory, other SaaS products.
• Assist in the creation of Active Directory user and e-mail accounts.

Benefits

• Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term).
• 401k Retirement Plan with a generous match
• Four weeks of PTO
• Pet Insurance for your furry family members.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed