IT Support Specialist II

Job Description

Job Description

At Frontline Insurance, we are on a mission to Make Things Better, and our IT Support Specialist II plays a pivotal role in achieving this vision. We strive to provide high quality service and proactive solutions to all our customers to ensure that we are making things better for each one.

What makes us different? At Frontline Insurance, our core values – Integrity, Patriotism, Family, and Creativity – are at the heart of everything we do. We’re committed to making a difference and achieving remarkable things together. If you’re looking for a role, as a Systems Administrator III where you can make a meaningful impact and grow your career, your next adventure starts here!

Our IT Support Specialist II enjoys robust benefits:

• Health & Wellness: Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term).
• Financial Security: 401k Retirement Plan with a generous match
• Work-Life Balance: Four weeks of PTO and Pet Insurance for your furry family members.

What you can expect as an IT Support Specialist II:

• Provide Tier II technical support.
• Provide exceptional and professional customer service to our internal customers
• Log all contacts - calls, emails, web forms, chat sessions, or voicemails - into theappropriate ticketingtool
• Troubleshoot, diagnose, and resolve application issues following standard operating procedures and using knowledge support tools
• Show strong initiative, attention to detail and ability to interpret and resolve problems
• Research and develop resolutions for problems that are presented, and whennecessary,escalate to theappropriate escalationpartners or internal management or subject matter experts
• Develop strong relationships with client and escalation groupstoensure forwarded requests are completed intimelyand efficient manner.
• Provide an escalation path for Level 1 analysts and provide coaching and mentoring on issues that do not need to be escalated
• Primary contributor and reviewer of knowledge base
• Participates in the development and maintenance of Service Desk procedures and documentation
• Participate in ongoing training for service desk operations

• Lead and deliver on small or medium projects that may be assigned
• Assistswith the deployment of system and security patches ina timelyand complete manner.
• Performs addition, removal, changesto users within systems ina timelyand complete manner.
• Leads the onboard / off-board process.
• Provides maintenance and support of Office 365, Active Directory,otherSaaS products.
• Assistin the creation of Active Directory user and e-mail accounts.

What we are looking for as an IT Support Specialist II:

• Basic TCP/IP Networking Protocols.
• Must have experience withthe MicrosoftWindows client operating systems such as Windows 10/11.
• Experience with Microsoft Office 365and other SaaS products including MFA

• Experience with general troubleshooting practices concerning desktop PC’s
• Experience with laptop encryption a plus
• Knowledge of common computing terminology and practices. Strong problem-solving skills. Strong attention to detail. Strong customer service orientation.

Why work for Frontline Insurance?

At Frontline Insurance, we’re more than just a workplace – we’re a community of innovators, problem solvers, and dedicated professionals committed to our core values: Integrity, Patriotism, Family, and Creativity.
We provide a collaborative, inclusive, and growth-oriented work environment where every team member can thrive.

Frontline Insurance is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.