IT Support Specialist II (Remote, US)

Openly is rebuilding insurance from the ground up. We are re-envisioning and enhancing every aspect of the customer experience. Doing this requires a rapidly growing team of exceptional, curious, empathetic people with a wide range of skill sets, spanning technology, data science, product, marketing, sales, service, claims handling, finance, etc.

We created Openly because we saw an evident gap in the market for premium insurance made simple. Consumers deserve more complete coverage at competitive prices.

• The Price Difference: Using cutting-edge data and technology, we provide you with customizable, competitive prices to protect your most valuable assets.
• The Policy Difference: Coverages are truly customizable to meet your individual protection needs, for both standard coverages and optional add-ons.
• The Experience Difference: From tailored claims handling to highly responsive customer service, we are focused on making the home insurance purchasing process a better overall experience.

At Openly, our people are just as important as our product. For us, collaboration, communication, and work-life balance are more than nice-to-haves— they’re the must-haves that make us who we are. We believe a great company is the result of a shared set of values, so we look for these qualities in every candidate we hire. 

• Integrity
• Empathy
• Teamwork
• Curiosity
• Urgency

We've designed our hiring process with you, the candidate, in mind. At every step, you have the chance to present your strengths and learn more about what makes Openly a great place to work.

We embrace individuality and believe diverse teams are winning teams. Our commitment to inclusion across race, gender, age, religion, identity, and experience drives us forward every day.

We're looking for an experienced and proactive IT Support Specialist II to join our team. In this mid-level role, you'll be instrumental in managing our IT infrastructure, resolving complex technical issues, and guiding junior team members. You'll take ownership of technical challenges, contribute to the improvement of IT processes, and collaborate with other teams to ensure our IT operations are efficient and effective. This position is ideal for a skilled IT professional who is ready to take on a larger role in technical support and is passionate about process improvement.

• →Provide advanced technical support to end-users, serving as an escalation point for hardware, software, and technology issues that require in-depth troubleshooting and analysis.
• →Take ownership of technical challenges, providing guidance to junior team members and collaborating with other IT teams to address and resolve intricate problems.
• →Administer and maintain IT infrastructure, including user account management, access control, and other critical systems.
• →Identify opportunities to enhance IT support processes and actively implement improvements to increase efficiency and effectiveness.
• →Create and maintain comprehensive documentation for IT infrastructure and processes, ensuring knowledge is shared across the team.
• →Provide training and guidance to end-users and junior team members on best practices and the use of various hardware and software applications.
• →Facilitate the IT onboarding process for new hires by configuring their computers and applications, and serving as their primary point of contact for any initial technical questions.
• →Manage IT assets and inventory, from procurement and deployment to tracking and disposal of hardware and software.
• →Lead and coordinate small to medium IT projects, leveraging project management methodologies and tools.
• →Support and maintain both macOS and Windows environments, staying updated on new technologies and industry trends.
• →Effectively communicate technical solutions to both technical and non-technical stakeholders, actively listening to others and ensuring you are understood.

• Education: Associates degree in Information Technology, Computer Science, or a related field, or relevant certifications.
• Experience: 3-5 years of experience in an IT support role.

• In-depth understanding of hardware, software, and IT environments.
• Proven experience in advanced troubleshooting and problem resolution.
• Strong understanding of networking concepts.
• Knowledge of administering and maintaining IT infrastructure including Okta and Google Workspace.
• Proficiency in macOS and Windows environments.
• Awareness of scripting languages, no code automation tools, and infrastructure as code technologies.
• Ability to implement IT best practices and processes.

• Customer Service: A strong commitment to providing prompt and effective support to end-users with a patient and empathetic approach.
• Communication Skills: Communicates clearly and concisely with both technical and non-technical stakeholders, actively listening and ensuring you are understood.
• Documentation: Creates and maintains comprehensive documentation for IT infrastructure and processes, sharing knowledge with the team.
• Process Improvement: Proactively identifies opportunities to enhance IT support processes and implements solutions to increase efficiency.
• Proactive Learning: A strong desire to learn and expand your technical knowledge.
• Collaborative Problem-Solving: Acts as a resource for troubleshooting across the organization, working with other IT teams to address complex issues.

This is a remote position with candidates in the Central Time zones preferred, with the ability to flex hours as needed.

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