IT Support Specialist III | 100% Remote (WFH) Opportunity

General Summary
The IT Support Specialist is responsible for delivering end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Specialist ensures all incidents, problems and service requests are analyzed, resolved, and reported back within the service levels.

Essential Duties and Responsibilities

• Troubleshoot and resolve IT issues via phone, web, and in-person channels.
• Ensure all incidents, problems and service requests are resolved against SLAs.
• Report on health of the help desk and support using uptime and ticket-related performance metrics.
• Proactively learn and train other staff members on new product and service technologies.
• Partner with IT and business personnel to discuss the impact of incidents on products and services.
• Track and report all open and closed incidents to leadership teams.
• Develop business support standards, processes and procedures, and guidelines for incident management.
• Evaluate trade-offs between issues using value, impact, and risk criteria.
• Develop service strategy to mitigate software, hardware, and networking issues.
• Assist in the development of policies and procedures.
• Foster cross-departmental collaboration to drive success and achieve organizational goals through partnership.
• Train, guide, and mentor team members and staff.
• Ensure compliance with all regulatory and company requirements.
• Mentor team members and serve as a Subject Matter Expert within the department.
• Other duties as assigned.

Requirements | Background and Experience/Expertise

• 5+ years' experience.
• Strong customer service ethic.
• Ability to prioritize and quickly resolve issues.
• Excellent verbal communication skills.
• Excellent analytical and problem-solving skills.
• Experience using help desk ticketing software.
• Experience with incident troubleshooting and escalation.
• Effective prioritization and project management skills.
• Familiarity with ITILv3 or related service delivery frameworks.
• Ability to interact professionally with all levels of personnel, both internally and externally.
• Ability to work both independently and collaboratively as part of a team.
• Adapt quickly to new technologies and systems as needed.

Work Environment

Remote: This role is a remote (work from home (WFH) opportunity) and only open to candidates currently located in the United States and able to work without sponsorship. It requires a suitable space that provides a private and quiet workplace.

Expected Work Hours: Schedules are set to accommodate the requirements of the position and the needs of the organization and may be adjusted as needed.

Travel: May be required to travel to off-site location(s) to attend meetings, as necessary.

Salary Range: $80,000 - $120,000 and a comprehensive benefits package, please follow the link to our benefits page for details!

About EMPLOYERS
As a dynamic, fast-growing provider of workers' compensation insurance and services, we are seeking a goal-oriented individual willing to put their ideas to work! We offer a positive, challenging work environment, combined with an opportunity to build your career as you help us grow our business, in innovative and imaginative ways that are uniquely EMPLOYERS! Headquartered in Nevada, EMPLOYERS attributes its long-standing success to its most valuable resource, our employees across the United States. EMPLOYERS is known for the quality service and expertise we provide to our clients, and the exemplary work environment we provide for our employees. We live and breathe our core values: Integrity, Customer Focus, Collaboration, Initiative, Accountability, Innovation, and Personal Fulfillment. These are the pillars that support how we do business with our clients as well as how we treat each other! At EMPLOYERS, you’ll discover an energetic environment that inspires top achievement. As “America’s small business insurance specialist”, we have the resources, a solid reputation and an expanding nationwide identity to enrich your work/life and enhance your career. #LI-Remote