IT Systems Support Specialist

About Us

We're a claims management company that helps clients handle claims efficiently, accurately, and with care. Behind every claim is a team and a set of systems that need to run reliably, and that's where you come in. We're growing, and we're looking for people who take pride in keeping things working and making life easier for others.

About the Role

We're looking for an experienced IT Systems Support Specialist to serve as an escalation point for complex technical issues, keep our systems running smoothly, and help our teams and customers get fast, clear resolutions. You'll work across departments, manage incidents from start to finish, and play a key part in improving how we deliver support.

What You'll Do

• Technical Support & Troubleshooting: Diagnose and resolve technical issues involving company systems, business applications, hardware, software, and network connectivity, including escalated concerns that require advanced troubleshooting.
• Incident & Ticket Management: Monitor, assess, and prioritize support tickets and incidents, ensuring timely resolution and clear communication with affected users and stakeholders.
• Root Cause Analysis: Investigate recurring technical issues, identify their underlying causes, and implement solutions to minimize disruptions and prevent future occurrences.
• System & Application Administration: Maintain and support business applications, hosted environments, servers, and other systems essential to daily claims operations.
• User Access Management: Handle employee onboarding and offboarding, including account provisioning, access permissions, system configuration, and timely removal of access when necessary.
• Microsoft 365 Administration: Manage and troubleshoot Microsoft 365 accounts, user settings, permissions, and related services.
• Server & Infrastructure Support: Assist with IIS server administration, application hosting, performance optimization, network troubleshooting, and database-related issues.
• Cross-Functional Collaboration: Work with development, operations, and other internal teams to resolve technical challenges, improve system reliability, and support business requirements.
• Documentation & Knowledge Sharing: Maintain accurate records of incidents, troubleshooting steps, resolutions, system configurations, and technical procedures.
• User Communication & Live Support: Provide clear, professional, and timely updates to users and stakeholders, including handling calls and delivering real-time technical assistance when needed.
• Process Improvement: Identify opportunities to streamline IT support processes, improve response times, strengthen system performance, and enhance the overall user experience.
• IT Security & Access Control: Help maintain appropriate system access, follow established security practices, and support the protection of company systems and business information.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Computer Engineering, or a related field.
• At least 3 years of experience in IT support, desktop support, technical support, system administration, or a similar role.
• Experience using ticketing and service management platforms such as Jira or Freshdesk with SQL management.
• Strong understanding of Windows and Linux operating systems, networking fundamentals, and common network protocols.
• Experience with IIS, application hosting, server administration, and performance troubleshooting.
• Familiarity with cloud platforms such as AWS, Microsoft Azure, or Google Cloud, as well as virtualization technologies.
• Experience administering Microsoft 365, including user accounts, permissions, and access management.
• Strong analytical and troubleshooting skills, with the ability to investigate issues and implement practical solutions.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to both technical and non-technical users.
• Ability to work independently, manage competing priorities, and collaborate effectively with a remote team.
• A proactive mindset, attention to detail, and a commitment to providing reliable technical support.