IT Support Specialist

About Quility Insurance

Quility Insurance is a forward-thinking Insurtech enterprise revolutionizing the design, delivery, and experience of life insurance and financial wellness solutions. By integrating cutting-edge technology, data analytics, and a human-centric approach, Quility equips agents and partners to provide streamlined and fully digital insurance experiences on a large scale. Boasting thousands of independent agents across the country and a growing array of proprietary platforms and products, Quility is reshaping the future of insurance distribution. The corporate team relentlessly fosters innovation across all customer interactions, helping American families secure the protection and peace of mind they deserve. Quility is not just adapting to industry progress—it is pioneering it.

Job Overview

We are seeking a customer-oriented IT Support Specialist to become the initial contact for employees' technology needs. This position is suited for individuals early in their IT careers who enjoy problem solving, assisting others, and acquiring new technical expertise. The successful applicant will possess foundational knowledge of Microsoft 365 and common SaaS tools, excellent communication capabilities, and a genuine commitment to delivering exceptional support.

Key Responsibilities

• Act as the primary contact point for employee technology support inquiries, offering courteous and prompt Tier I and Tier II support via the JIRA ticketing system.
• Diagnose and resolve recurring issues involving Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and other SaaS platforms.
• Handle user account tasks including account setup, password resets, and access management.
• Escalate complex problems to senior staff with comprehensive documentation of the issue and troubleshooting steps taken.
• Manage and prioritize support tickets ensuring timely resolution and communication with users.
• Support onboarding and offboarding activities such as creating accounts, configuring software, revoking access, and device management.
• Create and maintain documentation of frequent issues and their solutions to enrich the internal knowledge base.
• Demonstrate curiosity by independently seeking knowledge and advancing technical skills.

Candidate Qualifications

• Between 1 to 2 years of experience in IT support, help desk, or similar customer-facing technical roles; internships and relevant academic projects are also valuable.
• Proficient understanding of Microsoft 365 environments and widely used SaaS applications.
• Experience in setting up user accounts and guiding end-users through problem resolution.
• Strong analytical skills with a knack for troubleshooting.
• Excellent communication and interpersonal skills characterized by patience and a user-centric approach.
• Self-driven with the capacity to handle multiple tasks while collaborating effectively within a team.

Additional Position Details

This role has no supervisory responsibilities. The work is performed in a professional office environment utilizing standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines. The position is predominantly sedentary but may require occasional lifting of items weighing up to 30 pounds and navigating two flights of stairs. The standard working hours are Monday to Friday, from 9 a.m. to 5 p.m., with occasional evening or weekend duties as needed. Reasonable accommodations are provided to individuals with disabilities.

Other Information

This job description is not exhaustive and duties may change without prior notice. The pay band for this role is $55,000 to $60,000 annually for remote work within the United States.