IT Service Desk Specialist – Windows & User Support

American Integrity Insurance Company; Tampa (FL); On-site; USD 60,000 - 85,000; Full time

Job summary

American Integrity Insurance is seeking a Systems Administrator/Service Desk professional to provide technical support via phone, email, and in-person interactions at our Tampa-area headquarters. The role covers planning, implementing, maintaining, and documenting network and systems infrastructure, including development lifecycle aspects, while training and assisting internal clients.

Qualified candidates have an Associate degree or equivalent, 1–3 years of IT support experience, and strong

Qualifications

• Ability to prioritize numerous tasks and quickly analyze issues and information and provide solution alternatives.
• Strong problem-solving and attention to detail.
• Experience researching technical issues and resolution implementation.
• Experience with computer operating systems and applications.
• Ability to address customer needs with a friendly demeanor and maintain an attitude of service.
• Ability to work in a team or individually to provide assistance, instruction and training to internal clients.
• Demonstrated excellent customer satisfaction results and focus.
• Excellent initiative and execution.
• Windows 2016+ server OS, network and domain experience preferred.
• Relevant certifications are preferred but not required.
• Ability to prioritize numerous tasks on a daily basis.

Responsibilities

• Provide Service Desk support for requests via phone, email, and walk-ins and create Service Requests, Incident Requests and Problems via Service Management application
• Assist with the planning, implementation, maintenance, and documentation of all facets of network and systems infrastructure, including the Application Development lifecycle
• Assist and train customers in the operation of workstations, account access, phone systems, processes, and procedures
• Assist with the management of company systems infrastructure, systems, software applications
• Work within Service Management application to create detailed requests, work logs, and technical documentation
• Use appropriate communication and documentation to inform team members of important issues and information which will improve team performance. Inform and coordinate with Operations and other computer users of procedures that could interrupt, affect or interfere with their job duties
• Escalate issues to Tier Two, as needed, as well as appropriately set customer expectations for meeting SLAs and follow-up (i.e. when to contact and who will contact)
• Participate in the on-call rotation as needed with Infrastructure and Operations staff. When on-call, be prepared to address technical issues at all times.
• Maintain healthy working relationships with customer base.
• Install, manage and maintain computer operating systems and software to support business needs.
• Assists with on-boarding and off-boarding IT equuipment setup.
• Develop, implement, document, and maintain processes and procedures for information security and integrity.

Skills

Prioritization

Problem solving

Researching issues

OS and apps familiarity

Customer service attitude

Team/individual support

Customer satisfaction

Initiative & execution

Windows Server 2016+

Certifications preferred

Task prioritization daily

Education

Associate degree or equivalent

Job description

American Integrity Insurance is seeking a Systems Administrator/Service Desk professional to provide technical support via phone, email, and in-person interactions at our Tampa-area headquarters. The role covers planning, implementing, maintaining, and documenting network and systems infrastructure, including development lifecycle aspects, while training and assisting internal clients.

Qualified candidates have an Associate degree or equivalent, 1–3 years of IT support experience, and strong