IT Support Specialist

Who We Are:

Veteran Benefits Guide (VBG) was founded by a former United States Marine with the goal of ensuring that Veterans receive accurate disability benefits in a timely manner. Since it was founded, VBG has guided more than 45,000 Veterans through the complicated Veteran Affairs (VA) disability claims process. As a company founded by a Veteran and staffed by many Veterans and families of Veterans, VBG is committed to advocating for policies that protect the rights and interests of former service members.

What We Are Looking For:

Join our team as a key contributor to a pioneering web application, designed to enhance medical care delivery nationwide. As Product Manager, you will play a crucial role in the product lifecycle, supporting everything from ideation and design to launch and continuous improvement. This is a great opportunity to grow your product management career while positively impacting the lives of our community.

What We Offer:

We invest in our people, supporting their growth through mentorship and professional development. We strive to offer a work-life balance, creating a culture that is people-focused and fun. Here are some of the benefits you can expect as part of our team:

• Work/life balance: We offer a Monday – Friday 8 a.m. to 5 p.m. schedule.
• Benefits: Choice of Medical, Vision, and Dental plans with company premium contributions, accrual of 80 hours of PTO & 40 hours of sick time annually, 8 paid holidays plus a floating holiday, 401k with company match after 90 days.
• Growth and Development: In-house training and on-the-job development prepare our employees for promotional advancement, leadership opportunities, and lateral transfer skill development.

Summary:

The IT Support Specialist plays a crucial role in providing technical assistance to internal teams and ensuring seamless IT operations. This position is ideal for an entry-level IT professional with a strong foundation in Microsoft Office 365, Windows environments, Dell hardware, account management, and IT security best practices. The role requires an individual who is detail-oriented, customer-focused, and passionate about technology, with an eagerness to grow in the field of IT support.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

Essential Functions:

• Provide technical support to employees via work tickets, phone calls, and in-person assistance.
• Troubleshoot and resolve issues related to Windows 10/11, Microsoft Office 365, Dell laptops, Salesforce, and networking connectivity.
• Set up and configure laptops (Dell) for new employees, including software installation and account provisioning.
• Assist with account creation, user permissions, and access management in Office 365 and Salesforce.
• Install, update, and maintain sanctioned software, printer drivers, and utilities.
• Support end-users with email configuration (Outlook 365) and cloud synchronization.
• Educate users on IT security best practices and ensure compliance with HIPAA, data protection, and company security policies.
• Maintain detailed documentation of troubleshooting steps, configurations, and resolutions.
• Work collaboratively with IT leadership and escalate issues as necessary.
• Conduct basic network troubleshooting for connectivity and performance issues.
• Provide exceptional customer service, ensuring users receive timely resolutions.

Required Experience & Skills:

Proficiency in:

• Windows 10 & Windows 11 Professional
• Microsoft Office 365 (Exchange, Teams, SharePoint, OneDrive)
• Dell laptops and peripherals
• Salesforce user administration

Experience troubleshooting:

• Windows & MacOS hardware and software issues
• Office 365 applications and integrations
• Network connectivity issues (basic LAN/Wi-Fi troubleshooting)
• Printers, mobile devices (iOS, Android), and softphone applications (e.g., RingCentral)

Knowledge of IT security principles, including:

• Password management and multi-factor authentication (MFA)
• Cybersecurity awareness and best practices
• Data protection regulations (HIPAA, US data security standards)
• Strong documentation skills for technical procedures and IT operations.
• Ability to clearly communicate technical concepts to non-technical users.

Qualifications or Competency:

Certifications: (Preferred but not required. Candidates with relevant certifications will be given priority.)

• CompTIA A (Highly Recommended)
• CompTIA Security (Recommended for IT security awareness)
• Microsoft 365 Certified: Fundamentals (MS-900)
• Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101)
• Salesforce Administrator Certification (Preferred)
• ITIL Foundation Certification (Recommended for IT Service Management

Education and Work Experience:

• Associate or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field (preferred but not required).

Preferred Qualifications & Certifications:

Education: Associate or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or a related field (preferred but not required).

Certifications: (Preferred but not required. Candidates with relevant certifications will be given priority.) CompTIA A (Highly Recommended) CompTIA Security (Recommended for IT security awareness) Microsoft 365 Certified: Fundamentals (MS-900) Microsoft 365 Certified: Modern Desktop Administrator Associate (MD-100, MD-101) Salesforce Administrator Certification (Preferred) ITIL Foundation Certification (Recommended for IT Service Management)

Position Type:

This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Schedules must be approved by supervisors.

Work Environment:

The job will be based in the company’s Las Vegas headquarters. This position is expected to be an “in-office role” and will have limited situational opportunity to be a hybrid role in the office 4 days per week. Role routinely uses standard office equipment such as computers, phones, photocopiers, and printers.

Where we are located:

This position is based in our Las Vegas office on E. Warm Springs Road. This is an in-office position.

EEO:

Veteran Benefits Guide (VBG) provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex (including pregnancy, childbirth, breastfeeding or related medical conditions), gender (including gender identity and gender expression) genetic characteristic, sexual orientation, registered domestic partner status, age, military or veteran status, hairstyle or hair texture, reproductive health decision making, or any other characteristic protected by federal, state, or local laws.