IT User Support Specialist

Alacrity Solutions; United States; Remote; USD 52,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Short- and Long-Term Disability

Life Insurance

401K

Paid Holidays

Employee Assistance Program

Job summary

Altimeter Solutions Group is a leading provider of managed repair services for the property insurance industry. We seek a User Support Specialist to implement and support IT initiatives, respond to Help Desk tickets, and deliver timely, thorough customer service with minimal user impact.

The role emphasizes diagnosing issues, assisting users, and maintaining standard device images while supporting user accounts and security.

Qualifications

• Associate degree in information technology or a related field (or equivalent experience).
• Minimum 5-7 years of customer service experience in an IT environment.
• Knowledge of computer systems, hardware, software, and peripherals.

Responsibilities

• Log problems and document fixes in the ticketing system while communicating with employees per department guidelines.
• Prioritize and evaluate incoming requests; diagnose and resolve issues using available resources.
• Escalate technical problems according to established procedures; assist users in implementing requests.

Skills

Customer service

IT knowledge

Multi-tasking

Education

Associate degree in IT or related field

Bachelor's degree in CS / MIS (preferred)

Tools

Windows client/servers

Help desk ticketing system

Job description

Altimeter Solutions Group IT User Support Specialist

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.

Primary Duties include but are not limited to: (Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)

• 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.

Required education and experience

• 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.

Preferred education and experience

• 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.

Supervisory Responsibilities:

N/A

Physical & Mental 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 50 pounds.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to handle or feel.

Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions and deal with abstract and concrete variables.

Specific vision abilities required by this job include close, distance

Job Specifics:

Remote based- EST time zone

Full-Time (M-F, 8AM EST- 5PM EST)

Travel Required: Ability to travel to Eugene, Oregon for initial training

Why Choose Alacrity:

• 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
• Affirmative Action/EEO Statement

Altimeter Solutions Group is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Altimeter Solutions Group makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.

How Long We Retain Personal Information:

We will keep your personal information for as long as necessary to fulfill legitimate business purposes and in accordance with applicable laws.