What are the responsibilities and job description for the Tier 1 Technical Support Agent position at Aspire General Insurance?
Description
Aspire General Insurance Company and its affiliated general agent, Aspire General Insurance Services, are on a mission to deliver affordable specialty auto coverage to drivers without compromising outstanding service.
Our company values can best be described with ABLE: to always do the right thing, be yourself, learn and evolve, and execute. Join our team where every individual takes pride in driving their role for shared success.
Job Summary
The Technical Support Technician is a hands-on technical role responsible for supporting and maintaining the organization’s IT infrastructure, with a strong focus on Windows-based environments, Active Directory, and networking fundamentals. This position provides technical support for end-users, troubleshoots hardware and software issues, and ensures smooth daily IT operations. The role works with the guidance of the Network Administrator, contributing to system stability and process improvements.
Key Responsibilities
Technical Support & Troubleshooting
SKILL AND EDUCATIONAL REQUIREMENTS:
High school diploma or equivalent required; an associate degree in IT or related field experience preferred.
1–3 years of experience in technical support is preferred.
Certifications such as CompTIA A , CompTIA Network , or CompTIA Security are a bonus
Foundational knowledge of Windows operating systems, common business applications, and standard hardware.
Basic troubleshooting skills for software, hardware, and connectivity issues.
Familiarity with ticketing systems is preferred.
Strong communication, writing, problem solving, and customer service skills.
Ability to follow documented procedures and work in a fast paced environment.
Strong attention to detail and organizational skills.
Time management and ability to prioritize tasks.
Collaborative mindset with the ability to work independently.
Active listening skills, responsive, and strong follow-up practices
Approachable, proactive, and professional attitude
Exceptional organizational skills, attention to detail, and timely documentation
Working Conditions
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
This position is performed in a professional office environment or remote and requires regular attendance and if working in an office, on site presence to provide hands on technical support.
The technician will also provide remote support to employees using phone, email, chat, and ticketing systems.
Work involves frequent interaction with end users, IT team members, and other departments, requiring a customer focused and collaborative approach.
The role includes supporting desktops, laptops, mobile devices, printers, AV equipment, and conference room systems.
Occasional after hours or off schedule work may be required to support system upgrades, outages, or business needs.
The environment is fast paced and service oriented, requiring the ability to manage multiple support requests and priorities.
Adherence to IT policies, data security standards, and confidentiality requirements is required at all times.
Physical Requirements
Ability to sit, stand, and walk for extended periods during the workday, including moving between workstations and office locations.
Ability to lift, carry, push, and pull IT equipment (such as desktops, monitors, printers, or boxes of equipment), generally up to 40 pounds, with or without reasonable accommodation.
Frequent use of hands and fingers to operate computers, keyboards, mobile devices, and other technical equipment.
Ability to bend, kneel, crouch, or reach to install, remove, or troubleshoot equipment under desks or in tight spaces.
Ability to visually review computer screens, cables, devices, and technical documentation for troubleshooting and configuration.
Ability to communicate clearly and effectively, both verbally and in writing, to support users in person and remotely.
Ability to concentrate for extended periods while diagnosing technical issues and documenting solutions accurately
Benefits: Medical, Dental, Vision, HSA*, PTO, 401k, Company observed Holidays
Individuals seeking employment at Aspire General Insurance Services LLC are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation in accordance with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
Aspire General Insurance Company and its affiliated general agent, Aspire General Insurance Services, are on a mission to deliver affordable specialty auto coverage to drivers without compromising outstanding service.
Our company values can best be described with ABLE: to always do the right thing, be yourself, learn and evolve, and execute. Join our team where every individual takes pride in driving their role for shared success.
Job Summary
The Technical Support Technician is a hands-on technical role responsible for supporting and maintaining the organization’s IT infrastructure, with a strong focus on Windows-based environments, Active Directory, and networking fundamentals. This position provides technical support for end-users, troubleshoots hardware and software issues, and ensures smooth daily IT operations. The role works with the guidance of the Network Administrator, contributing to system stability and process improvements.
Key Responsibilities
Technical Support & Troubleshooting
- Serve as the first point of contact for technical support requests via phone, email, live chat, or ticketing system.
- Troubleshoot and resolve basic hardware, software, and network issues following established procedures.
- Provide technical support for on site and remote employees, including laptops, desktops, monitors, printers, mobile devices, and peripherals.
- Support audio visual (AV) and conference room equipment, including setup and basic troubleshooting.
- Escalate complex or unresolved issues to Tier 2 or specialized support teams in a timely and well documented manner.
- Participate in occasional after hours technical support, as required.
- Perform system imaging, device configuration, equipment replacements, and workstation setup.
- Assist with IT projects as assigned, including hardware refreshes or software deployments.
- Help maintain accurate IT equipment inventory, including tracking and documentation.
- Accurately document incidents, resolutions, and follow up actions in the ticketing system.
- Assist in maintaining and improving Aspire’s IT support procedures and documentation.
- Follow established IT policies, standards, and best practices at all times.
- Maintain a high level of professionalism and deliver excellent customer service in all interactions.
- Build and maintain positive relationships with end users and IT team members.
- Work both independently and collaboratively to address on site and remote support needs effectively.
SKILL AND EDUCATIONAL REQUIREMENTS:
High school diploma or equivalent required; an associate degree in IT or related field experience preferred.
1–3 years of experience in technical support is preferred.
Certifications such as CompTIA A , CompTIA Network , or CompTIA Security are a bonus
Foundational knowledge of Windows operating systems, common business applications, and standard hardware.
Basic troubleshooting skills for software, hardware, and connectivity issues.
Familiarity with ticketing systems is preferred.
Strong communication, writing, problem solving, and customer service skills.
Ability to follow documented procedures and work in a fast paced environment.
Strong attention to detail and organizational skills.
Time management and ability to prioritize tasks.
Collaborative mindset with the ability to work independently.
Active listening skills, responsive, and strong follow-up practices
Approachable, proactive, and professional attitude
Exceptional organizational skills, attention to detail, and timely documentation
Working Conditions
WORKING CONDITIONS AND PHYSICAL REQUIREMENTS:
This position is performed in a professional office environment or remote and requires regular attendance and if working in an office, on site presence to provide hands on technical support.
The technician will also provide remote support to employees using phone, email, chat, and ticketing systems.
Work involves frequent interaction with end users, IT team members, and other departments, requiring a customer focused and collaborative approach.
The role includes supporting desktops, laptops, mobile devices, printers, AV equipment, and conference room systems.
Occasional after hours or off schedule work may be required to support system upgrades, outages, or business needs.
The environment is fast paced and service oriented, requiring the ability to manage multiple support requests and priorities.
Adherence to IT policies, data security standards, and confidentiality requirements is required at all times.
Physical Requirements
Ability to sit, stand, and walk for extended periods during the workday, including moving between workstations and office locations.
Ability to lift, carry, push, and pull IT equipment (such as desktops, monitors, printers, or boxes of equipment), generally up to 40 pounds, with or without reasonable accommodation.
Frequent use of hands and fingers to operate computers, keyboards, mobile devices, and other technical equipment.
Ability to bend, kneel, crouch, or reach to install, remove, or troubleshoot equipment under desks or in tight spaces.
Ability to visually review computer screens, cables, devices, and technical documentation for troubleshooting and configuration.
Ability to communicate clearly and effectively, both verbally and in writing, to support users in person and remotely.
Ability to concentrate for extended periods while diagnosing technical issues and documenting solutions accurately
Benefits: Medical, Dental, Vision, HSA*, PTO, 401k, Company observed Holidays
Individuals seeking employment at Aspire General Insurance Services LLC are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation in accordance with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.
- Depending on plan selected