About Patriot Growth Insurance Services: Founded in 2019, Patriot Growth Insurance Services (Patriot) is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is ranked as the 24th largest broker in the U.S. by Business Insurance and has been named to the 2024 Inc. 5000 list of fastest-growing companies. With more than 2,100 employees operating in 170 locations and across 48 states, Patriot’s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Position Overview: Our company seeks an experienced Information Technology (IT) professional accustomed to heavy details and a fast-paced environment to join our team as a Senior IT Specialist. In this position you will play a lead role in ensuring the efficient and secure functioning of an organization's IT systems. This includes providing troubleshooting, technical analysis, and resolution over hardware and software issues, assist in maintaining network infrastructure, and implementing solutions to enhance our overall operational efficiency.

Work Location: This position is a full time, fully remote position.

Professional Responsibilities:

• Help lead and manage the day-to-day operations of the Service Desk team, ensuring timely and effective resolution of IT-related incidents and service requests
• Provide guidance, mentorship, and support to the Service Desk Technicians, ensuring adherence to best practices and service standards
• Serve as the first point of escalation for complex technical issues, managing and resolving incidents or service requests with high priority
• Coordinate and manage the team’s workload to ensure efficient task delegation, issue tracking, and resolution within defined service level agreements (SLAs)
• Develop and implement strategies for improving customer service and support efficiency, including identifying recurring issues and recommending preventative measures
• Maintain and update knowledge base articles, ensuring that troubleshooting steps and solutions are accessible to the team and end-users
• Help and partner with other stakeholders to help facilitate the onboarding of new team members, including training and onboarding programs
• Collaborate with other IT Operations teams and departments to ensure alignment on service delivery goals and seamless integration of new systems, applications, and services
• Help conduct regular team meetings to address team goals, performance, challenges, and process improvements
• Create and maintain documentation for IT policies, procedures, and protocols
• Ensure proper use of IT service management tools and maintain detailed records of all incidents, requests, and resolutions

Qualifications and Requirements:

• Bachelor of Science degree in Information Technology, Computer Science, or a related field
• 4+ years of relevant work experience in a Service Desk or IT support role
• 1-2 years in a leadership or supervisory capacity
• IT certifications (ITIL Foundation, CompTIA A+, Microsoft Certified Windows Server) preferred
• Strong working knowledge of ITIL best practices and proven experience in incident and problem management
• Extensive work experience with Windows, macOS, and mobile operating systems, as well as standard enterprise applications such as Microsoft Office 365, including collaboration tools (e.g. Teams, Slack), and remote support tools
• Prior work experience with endpoint management, security tools, and systems management (e.g. Active Directory, Azure AD)
• Experience with IT service management tools (e.g. Fresh Service, JIRA)
• Excellent interpersonal and communication skills (both written and oral)
• Strong analytical and troubleshooting skills
• Ability to resolve complex technical issues quickly and effectively
• Ability to explain technical issues to non-technical users and the team members
• Ability to create and maintain process documents, knowledge base articles, and operational reports
• Authorized to work in the U.S. without sponsorship now and in the future

Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
• Company paid Short-Term Disability, Long-Term Disability and Group Term Life
• Company paid Employee Assistance Program
• Paid Parental Leave
• Paid holidays
• Personalized PTO
• 401 (k)

Salary Range: $65,000 - $75,000 depending on the candidate’s experience

*A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy located on our website at www.patriotgis.com.