What are the responsibilities and job description for the IT Support Resource position at Naviga?
About Our Client
Our client is a profitable, entrepreneurial insurance outsourcing firm that has been successful and stable since its launch over 12 years ago. Operating primarily as a virtual organization across 13 states, they specialize in high-complexity call center services, sales, and underwriting that require a level of expertise and licensing that cannot be offshored. The company prides itself on a "low-ego" and "roll-up-your-sleeves" culture rooted in servant leadership and community impact, even offering a Volunteer Time Off (VTO) program to encourage charitable work. With approximately 180 employees, the firm maintains a steady growth rate and a high-retention environment where attitude and a willingness to learn are valued just as much as technical expertise.
The Opportunity
This is a critical Tier 1 to Tier 2 growth role designed to provide dedicated IT support for a specialized 60-person client service team. As the primary IT point of contact for this specific group, you will manage remote troubleshooting, equipment provisioning, and daily technical hurdles to ensure operational uptime. This position offers a clear career path, moving from foundational Tier 1 tasks to advanced endpoint management and SOC 2-aligned security processes within 6 to 18 months. It is an ideal opportunity for a late-level Tier 1 or entry-level Tier 2 professional who wants to operate with independence and eventually take on more complex technical responsibilities.
The Location
While this is a fully remote position, candidates must reside in the Tampa or St. Petersburg, FL area. You will be required to visit the St. Petersburg satellite office approximately once per month to handle administrative IT duties, such as imaging, packaging, and shipping equipment.
What You Will Do
Tier 1 Support: Provide day-to-day remote desktop support for approximately 180 remote users, focusing heavily on a 60-person specialized team.
Troubleshooting: Resolve common issues such as headset malfunctions, sound quality, system lag, and software lockouts.
Provisioning: Manage user accounts and permissions, including imaging, testing, and shipping IT equipment to new hires.
Technical Environment: Utilize remote desktop solutions (AWS/Citrix), Microsoft 365, and ticketing systems like Zendesk or Jira.
Compliance & Security: Assist with endpoint security, MFA, and device compliance within a SOC 2-aligned environment.
Communication: Serve as a professional, customer-facing resource who can explain technical solutions clearly to non-technical staff.
Who You Are
Experienced: You have at least 3 years of professional IT help desk or desktop support experience.
Technically Capable: You are proficient with Windows environments, Microsoft 365, and remote troubleshooting tools.
Reliable: You possess a stable job history; our client values long-term commitment and growth within the organization.
Education: A 4-year degree is not required, but relevant industry certifications (A , Network , etc.) are highly preferred.
Proactive: You have a "jump in and do" attitude and the sound judgment to know when to troubleshoot independently versus when to escalate.
The Ideal Candidate is a responsive and organized professional who thrives in a fast-paced environment where activity is constant. You should be a "late-level Tier 1" specialist ready to bridge the gap into Tier 2 responsibilities. Most importantly, you align with a servant leadership philosophy—you are patient, carry a low ego, and are naturally driven to help others succeed.
Why Join the Team?
Joining this firm means becoming part of a stable, profitable company that values its people over rigid corporate layers. Employees enjoy a comprehensive benefits package, including the company paying 55% of health insurance costs, 10 days of accrued PTO in the first year (increasing to 20 days over time), life insurance, and a flexible healthcare savings account. Furthermore, the company is committed to your professional growth, offering to pay for industry-specific education and designations for employees interested in advancing their careers.
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About Naviga Recruiting & Executive Search
Naviga Recruiting & Executive Search is a leading provider of Contingent Workforce Solutions, Executive Search, Leadership and Individual Contributor hiring, empowering businesses to achieve their strategic objectives through expert talent acquisition. Our specialties include sales, marketing, finance/accounting and operations hiring. With a commitment to excellence and a deep understanding of market trends, Naviga Recruiting & Executive Search helps organizations build high-performing teams and navigate complex workforce challenges. Naviga Recruiting & Executive Search specializes in U.S. Hiring for Global Businesses.
Salary.com Estimation for IT Support Resource in Petersburg, FL
$75,236 to $85,322
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