IT Service Desk Technician II

Overview

SageSure is seeking a motivated and experienced IT Service Desk Technician II to resolve support requests and deliver exceptional customer service. This position demands a unique blend of technical proficiency, discretion, and interpersonal skills to address the specific and often complex IT needs of senior leadership. Success in this position requires a strong commitment to owning all aspects of technology, particularly at the office of our CEO. You will work in the office from 8 am – 5 pm, Monday – Friday, with the flexibility to handle on-call support outside regular hours. Join our fast-paced team, where you’ll support a diverse and high-performing customer base.

What you’ll be doing:

• Ensuring immediate and efficient high-priority technical support to the office of our CEO
• Provide immediate, high-priority technical support to executives, ensuring minimal downtime and optimal performance of all personal computing devices and software applications
• Develop and execute personalized training sessions for executives on new technologies, software, and IT policies, enhancing their technical proficiency and ensuring compliance
• Troubleshoot and resolve complex network connectivity issues specifically for the OCEO ensuring consistent access to corporate resources
• Plan and execute discrete IT projects and upgrades specifically for the executive team, ensuring minimal disruption to their workflow
• Conveying complex technical issues in an accessible manner to non-technical executives is crucial
• Anticipate the technological needs and preferences of executives, ensuring their digital tools and environments are always optimized for performance, security, and ease of use
• Address software malfunctions, network connectivity problems, and hardware failures both in person and remotely
• Install, configure, maintain, troubleshoot, and repair end-user, office, and conferencing hardware, software, and peripherals
• Analyze and resolve various computer problems related to hardware and software
• Assist in creating and maintaining technical and user documentation for systems, services, and processes
• Ensure proper deployment, management, and support of computers, peripherals, and mobile devices for the OCEO
• Contribute to short and long-term IT projects, offering opportunities for professional growth and development
• Uphold operational standards, collaborate with other teams to minimize service disruption, and communicate updates regularly with management
• Work closely with the IT team to deliver an exceptional end-user experience for executives, visitors & guests of the OCEO
• Work hours for this role may extend beyond the traditional 8-to-5, with flexibility required to address urgent issues that arise outside of standard office hours
  
  
  

We’re looking for someone who has:

• 5 years of experience in an IT support environment
• A blend of hands-on experience in IT troubleshooting, customer service skills, and familiarity with various operating systems and hardware
• Strong Microsoft Entra ID/Azure, Office 365, Windows, and Mac operating systems skills
• Hands-on experience with Atlassian (Jira Service Desk Ticketing Systems)
• Strong scripting knowledge in PowerShell
• Proficient IT documentation skills and best practices
• Strong written and verbal communication skills
• Previous experience in a demanding role with a high level of interaction with others, primarily with company executives and the IT team, necessitating strong communication skills and a calm demeanor.
• Ability to work at a fast pace, driven by the immediate needs of the executives and the critical nature of the systems supported
  
  
  

Highly preferred candidates will also have:

• CompTIA's A Certification
• ITIL Foundations
• CompTIA's Security Certification
• Microsoft Certified Desktop Support Technician
• Microsoft MCSA
  
  
  

About SageSure:

Named among the Best Places to Work in Insurance by Business Insurance for four years in a row (2020-2023), SageSure is one of the largest managing general underwriters (MGU) focused on catastrophe-exposed markets in the US. Since its founding in 2009, SageSure has experienced exceptional growth while generating underwriting profits for carrier partners through hurricanes, wildfires, and hail. Available in 16 states, SageSure offers more than 50 competitively priced home, flood, earthquake, and commercial products on behalf of its highly rated carrier partners. Today, SageSure manages more than $1.9 billion of inforce premium and helps protect 640,000 policyholders.

SageSure has more than 1000 employees working remotely or in-office across nine offices: Cheshire, Connecticut; Chicago, Illinois; Cincinnati, Ohio; Houston, Texas; Jersey City, New Jersey; Mountain View, California; Marlton, New Jersey; Tallahassee, Florida; and Seattle, Washington.

SageSure offers generous health benefits and perks, including tuition reimbursement, wellness allowance, paid volunteer time off, a matching 401K plan, and more.

SageSure is a proud Equal Opportunity Employer committed to building a workforce that reflects the spectrum of perspectives, experiences, and abilities of the world we live in. We recognize that our differences make us strong, and we actively seek out diverse candidates through partnerships with organizations, institutions and communities that represent various backgrounds. We champion belonging and inclusion for all identities, including, but not limited to, race, ethnicity, religion, sexual orientation, age, veteran status, ability status, gender, and country of origin, striving to create a culture where all individuals feel valued, respected, and empowered to bring their authentic selves to work.

Our nimble, highly responsive culture nurtures critical thinkers who run toward problems and engineer solutions. We relentlessly pursue better outcomes by investing in the technology, talent, and tools that position us to succeed in demanding markets. Come join our team! Visit sagesure.com/careers to find a position for you.