IT Service Desk Technician (A/V Focus)

About Us:

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. Comprised of more than 300 insurance professionals, most of whom work in our Tampa-area headquarters, and exclusively represented by more than 3,000 independent agents, we offer sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, and South Carolina. Our organization derives its Strength From IntegrityTM, and we are proud to have been recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for the past twelve years. We have also rated among the Top Workplaces in the USA by USA Today for the past five years.

A Day in the Life:

Who knew Insurance could be this fun? From company picnics to charity events, no one can ever say American Integrity Insurance doesn't understand the importance of having fun, helping others, or giving back. Our company culture is priceless, and it's built around our six core values: Integrity, Commitment, Teamwork, Humility, Passion, and Fun. As a team working to provide home insurance solutions to our policyholders, together we aim to achieve greater heights each day and celebrate each other's accomplishments along the way. It is our mission to continue providing reliable, customer-centric homeowners insurance and paying claims in a timely manner when our customers suffer a loss – and to do so with Integrity.

Learn more about American Integrity Insurance and our job opportunities at https://careers.aii.com.

Title: IT Service Desk Technician

You'll Report To: Director of IT

The IT Service Desk Technician is a customer-facing technical role responsible for supporting end users while serving as the primary technical owner of the organization’s upgraded conference room and meeting space audio/visual (A/V) technology. Approximately 75% of this role will focus on supporting, maintaining, and improving conference room A/V systems in an office environment; the remaining 25% will be dedicated to traditional IT Service Desk responsibilities, including day-to-day operational, administrative, and problem-solving activities to support computer operation systems, users, networks, and hardware.

A/V Technology Support

• Serve as the primary support resource for conference room and meeting space A/V systems, including display panels, cameras, microphones, speakers, control panels, and room scheduling technology.
• Provide real-time support for meetings, presentations, and hybrid/virtual collaboration sessions to ensure minimal disruption and high reliability.
• Perform routine testing, maintenance, troubleshooting, and documentation of A/V equipment and room configurations.
• Partner with IT leadership and vendors on the planning, implementation, upgrades, and lifecycle management of conference room technology.
• Create and maintain user guides, quick-reference documentation, and standard operating procedures for conference room usage.
• Train employees on proper use of A/V systems and collaboration tools.
• Proactively identify opportunities to improve reliability, usability, and standardization of A/V solutions across meeting spaces.

Service Desk Support

• Provide Service Desk support for requests via phone, email, and walk-ins and create Service Requests, Incident Requests and Problems via Service Management application.
• Assist with the planning, implementation, maintenance, and documentation of all facets of network and systems infrastructure, including the Application Development lifecycle.
• Assist and train customers in the operation of workstations, account access, phone systems, processes, and procedures.
• Assist with the management of company systems infrastructure, systems, software applications.
• Work within Service Management application to create detailed requests, work logs, and technical documentation.
• Use appropriate communication and documentation to inform team members of important issues and information which will improve team performance. Inform and coordinate with Operations and other computer users of procedures that could interrupt, affect or interfere with their job duties.
• Escalate issues to Tier Two, as needed, as well as appropriately set customer expectations for meeting SLAs and follow-up (i.e. when to contact and who will contact).
• Participate in the on-call rotation as needed with Infrastructure and Operations staff. When on-call, be prepared to address technical issues at all times.
• Maintain healthy working relationships with customer base.
• Install, manage and maintain computer operating systems and software to support business needs.
• Assists with on-boarding and off-boarding IT equipment setup.
• Develop, implement, document, and maintain processes and procedures for information security and integrity.

Education: Associate’s Degree in Computer Science or equivalent work experience required. Bachelor’s degree preferred.

Experience: One (1) to Three (3) Years of Systems Administration experience or IT support role preferred. Previous experience or familiarity with A/V technology preferred.

Skills:

• Knowledge of Windows 10 or Windows 11, required; familiarity with or willingness to learn Apple OSX, preferred.
• Ability to prioritize numerous tasks and quickly analyze issues and information and provide alternative solutions.
• Strong problem-solving and attention to detail.
• Experience researching technical issues and resolution implementation.
• Experience with computer operating systems and applications.
• Ability to address customer needs with a friendly demeanor and maintain an attitude of service
• Ability to work in a team or individually to provide assistance, instruction, and training to internal clients.
• Demonstrated excellent customer satisfaction results and focus.
• Excellent initiative and execution.
• Relevant certifications are preferred but not required. ​
• Ability to prioritize numerous tasks daily.

Schedule: 8:30-5:30pm, M-F.  #LI-Onsite

Working Conditions: Normal business office environment.  Must be able to remain in a stationary position for periods of time while constantly operating a computer and or other office productivity machinery such as a calculator or telephone.  The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery or communicate with coworkers.

Travel: Minimum, as required.

ADA: The above statements cover what are generally believed to be the principal and essential functions of this job.  Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties. 

American Integrity Insurance Group is an Equal Opportunity Employer.