What are the responsibilities and job description for the IT Support Specialist position at US Claims Capital LLC?
US Claims is a leading provider of advances to personal injury victims and their families. US Claims’ mission is to provide much needed liquidity to an underserved market; providing financial means for victims to pursue a fair settlement. We have built an organization driven by excellence and we are looking for people who are excited by the opportunity to join us! Offering an innovative environment guided by outstanding leadership, it is a perfect platform to demonstrate your talent and build your career. Energized by the challenges and rewards ahead, we are a passionate team that will continue working on the exponential growth of our business. We are currently hiring an experienced IT Support Specialist to join our team, reporting directly to our Support Manager.
Responsibilities and Duties
- Work closely with the I.T Director and MSP to provide timely and effective technical assistance to end-users across the organization, addressing issues related to hardware, software, and network connectivity, ensuring smooth day-to-day operations.
- Collaborate closely with the Support Manager and MSP to escalate and coordinate the resolution of complex issues.
- Serve as a point of contact for end-users seeking technical assistance through phone, email, or in-person.
- Diagnose and resolve hardware, software, and network-related issues efficiently to minimize user downtime.
- Provide step-by-step guidance to end-users for troubleshooting common problems independently.
- Log and maintain detailed records of each user interaction, including problem description, steps taken, and solutions provided.
- Assist in setting up and configuring user accounts and permissions.
- Provide computer orientation to new and existing company staff.
- Assist in the installation, configuration, and maintenance of hardware, software, and network equipment, including software upgrades and troubleshooting compatibility issues.
- Participate in the planning and execution of network upgrades, patches, and system enhancements.
- Collaborate with the IT team to identify trends in technical issues and suggest improvements to prevent recurring problems.
- Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.
- Stay current with industry trends and best practices to enhance technical skills and knowledge.
- Strong customer service skills.
- Create Detailed SOP's.
- Other duties as assigned.
Education, Skill & Experience Requirements
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 5 years of experience in technical support or IT operations roles.
- Proficiency in troubleshooting hardware, software, and network-related issues.
- Familiarity with Windows operating systems, Microsoft 365, Azure and Active Directory.
- Familiarity with Microsoft Defender for endpoint
- Basic understanding of network protocols, routing, and switching.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and the ability to work independently or as part of a team.
- Experience working in a collaborative environment with third-party service providers or MSPs is advantageous.
- Willingness and ability to be on call if needed after business hours/weekends to address urgent technical issues.
- Ability to learn and support new systems and applications.
- Experience with KNOWBE4