IT Service Desk Technician

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, South Carolina, and North 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

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

What You'll Be Responsible For:

The IT Service Desk Technician is responsible for the day-to-day operational, administrative and problem-solving activities to support the computer operation system, users and to provide highly available networks and facilities to meet dynamic business needs.

• 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 equuipment 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.  

Skills & Knowledge:         

• Ability to prioritize numerous tasks and quickly analyze issues and information and provide solution alternatives.
• 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.
• Windows 2016+ server OS, network and domain experience preferred. 
• Relevant certifications are preferred but not required. ​
• Ability to prioritize numerous tasks on a daily basis.

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