Associate, Technology Support

High Street Insurance Partners Inc.

United States

On-site

USD 50,000 - 70,000

Full time

4 days ago

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Benefits offered by this job

Life Insurance

Disability Insurance

Paid Holidays

401k with match

Health/Dental/Vision

Job summary

Highstreet Insurance Partners is seeking an Associate, Technology Support to help run the company’s IT platform and internal customer support from a remote location across the US. You will ensure governance and security processes are followed and collaborate with teams to meet SLAs.

The role emphasizes strong communication, technical skills, and a proactive approach to problem-solving while supporting a growing enterprise.

Qualifications

Bachelor’s degree strongly preferred; 2+ years of Service Desk experience.
Experience using Service Desk Ticketing System and triaging issues.
Experience creating and managing user accounts in Azure AD, Microsoft 365, and Exchange Online.
Strong knowledge of Windows 10/11; Mac OS a plus.
Excellent communication, writing, and documentation skills for knowledgebase.

Responsibilities

Provides first line investigation and diagnosis of end user computing issues via Service Desk system.
Responds to a broad range of IT support requests and fulfills actions or resolutions.
Identifies and diagnoses issues to prevent recurrence and escalates when needed.
Delivers excellent customer service within SLAs and documents solutions.
Builds strong relationships with internal/external users and contributes to knowledgebase.

Skills

Service Desk

Azure AD

MS 365

Exchange Online

Windows 10/11

DNS & DHCP

Active Directory

Group Policy

Networking basics

Communication

Education

Bachelor’s Degree in Information Technology

Tools

Service Desk Ticketing System

Azure AD

Microsoft 365

Exchange Online

Windows 10/11

Mac OS

DNS

DHCP

Active Directory

Group Policy

SMTP

TCP/IP

Job description

Summary

Highstreet Insurance Partners is one of the fastest growing independent insurance brokerages in the United States. We pride ourselves on building meaningful partnerships that challenge the status quo while focusing on integrity, respect and transparency. Supporting our national network of entrepreneurs by providing them world‑class support is our number one priority. This position is remote and open to applicants anywhere in the US, but is required to work 8-5 M-F in the Pacific Time Zone. As an Associate, Technology Support with our company, your mission will be to support the operations of the company’s technology platform, internal customer support, and ensuring adherence to the security/governance processes set forth by HSIP leadership. This role requires strong communication, technical skills and functional knowledge of IT best practices.

Roles and Responsibilities

Provides first line investigation and diagnosis of end user computing issues delivered via Service Desk Ticketing System.
Responds to a broad range of service requests for IT support and taking action to fulfill requests or provide resolution.
Identify and diagnose issues and problems to prevent reoccurrence.
Provides excellent customer service to problem resolution within established SLAs.
Establishes strong working relationships with internal and external customers, ensuring customer satisfaction by responding to all service requests in a timely and professional manner.
Contributes to Service Desk Knowledgebase.
Identifies problems that may be affecting the enterprise and escape when appropriate.
Escalate, if needed, unresolved issues to a higher level of support.
Monitor issues from start to resolution.
This description is not meant to be all-inclusive and may be expanded or changed at the discretion of our leadership team to align with our goals.

Who You’ll Serve

Our Information Technology department serves the entire Highstreet Insurance Partners enterprise. As such, you’ll be expected to provide support to all our business units, team members, and operational staff.

Who You Are

Collaborative: Understands and displays the importance of knowledge sharing within a team setting.
Work style: Engage in a highly interactive, collaborative environment devoid of both ego and attitude. Our team works better together, it values your perspective as well as others and strive to create a safe and enjoyable environment to share ideas – even bad ones.
Problem solver: Tenaciously works problems to resolution.
Timeliness: Appreciate the urgency and importance of your role and the technology you support.
Self-development: Strive for continuous improvement and are open to change and critical feedback.
Innovative: Committed to exploring new and innovative technology and to immersing yourself in that pursuit to keep you, our team, and our organization an industry leader.
Transparency: Speak frankly and clearly about technology to non-technical team members.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

Bachelor’s Degree with an emphasis on Information Technology strongly preferred.
2+ years of Service Desk experience within a complex IT environment.

Requisite Skills

Experience with using a Service Desk Ticketing System, triaging computer related issues, and taking the appropriate action.
Experience in the creation and management of user accounts in Azure AD, Microsoft 365, and Exchange Online.
Strong experience with the Windows 10/11 operating systems and Microsoft 365; experience with Mac OS is a plus.
Strong communication, writing, and documentation skills for contribution to the Service Desk Knowledgebase.
Technical understanding of DNS, DHCP, AD, Print Management, Group Policy, SMTP, TCP/IP networking concepts and various associated technologies and platforms.
Exceptional communication skills while troubleshooting technical problems and escalations in order to provide superior customer service.
Industry recognized certifications preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.