Technical Support Specialist

Independence Pet Group® (IPG) is one of North America’s largest pet insurance and services organizations. Our impressive family of brands supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry.

IPG’s mission is to strengthen the unique bond between pets and their people through our family of innovative products and services. We understand how important pets are: they’re family. Our pack of 1,200 team members embodies a shared passion for positively impacting the lives of our four-legged friends.

Job Summary:

In this role you will provide professional and customer service-oriented resolution to all IPG Inc. internal technology solutions, including but not limited to Windows Client OS, Windows Server, Virtual Environments, PC troubleshooting/vendor escalation, basic network troubleshooting, remote access (VPN Cisco), email issues, internet connectivity, Office 365 components, etc. 

Job Location: Remote work is not available in AK, MT, HI (US)

Main Responsibilities: 

• Responsible for tracking IPG Inc.'s asset management (desktops, laptops, mobile devices, phones, headsets, employee ID cards, access cards, etc.) and software license management. 
• Coordinate Identity Management processes (new user access creation, change, termination) with the HR team to fulfill business expectations. 
• Create new documentation on everyday issues and update existing documentation on previously identified issues. 
• Provides on-call support and the hours may vary.  
• Researches solutions through internal and external sources.
• Troubleshoots and diagnoses issues with hardware, software, network, and other related systems.
• Installs, configures, and upgrades computer components and software.
• Responds to service outages.
• Tracks incidents in a software solution and follows through to resolution.
• Provides technical training to end-users.
• Maintains documentation, including troubleshooting guide, software, and hardware configurations.
• Performs other duties and responsibilities as assigned.

Qualifications: 

Education: Must meet one of the following requirements:

• BS degree in Information Technology, Computer Science or equivalent work experience (One-year relevant experience is equivalent to one-year college)
• CompTIA A+ certification 
• Associate’s Degree in a Technical Field

Education preferred:

• CompTIA Network+ certification
• ITIL Foundation
• MCSA / MCSE / MCP

Experience: 

• 3 years relevant experience.
• Outstanding verbal and written communication skills to effectively interact with all departments.  
• Requires the ability to grasp new concepts quickly and think analytically. 
• Strong understanding of Active Directory.
• Ability to work independently and handle multiple projects and priorities.  
• Stay up to date on evolving technology trends and developments.
• Experience with Service Now a plus.
• Insurance industry experience a plus.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)