OVERVIEW
Alera Group is looking for an IT Support Lead. We are seeking highly motivated colleagues who bring experience and enthusiasm to our team - joining us may be the perfect fit for you!
Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.
RESPONSIBILITIES
- Provide resolution for escalated tickets involving PCs, software applications, insurance management systems, network connectivity, and peripherals like printers, ensuring high customer satisfaction and first-call resolution.
- Utilize the company's ticket tracking system to document customer interactions, ensuring proper tracking, follow-up, escalation, and resolution of issues within service level agreements (SLAs).
- Follow established workflows and team coordination to resolve issues promptly, recognizing the critical nature of business operations and delivering acceptable workarounds when needed.
- Act as a subject matter expert for Level I and II IT Support Analysts, providing technical guidance, reviewing knowledge articles, and contributing to accurate, high-quality resources for customers and staff.
- Assist with workload prioritization, queue management, and training of new hires, including the maintenance of training materials. Serve as a back-up to the manager in their absence.
- Identify and recommend process improvements to enhance quality, productivity, and customer service while contributing to projects and service requests.
- Support regional office implementations and local office needs through occasional travel and on-call availability to address business-critical technical issues.
QUALIFICATIONS
- 3+ years of relevant experience with preferred certifications, including HDI SCA or CSR, Network +, A+, Microsoft Certified IT Professional, and ITIL Foundations.
- Proficient in ticketing systems like ServiceNow, Jira, or Zendesk, with expertise in IT support tools and enterprise environments.
- Strong knowledge of VDIs, Microsoft 365, common desktop operating systems, software, and hardware products, as well as Active Directory/Azure AD tasks like password resets and security group changes.
- Experienced in intermediate network troubleshooting and understanding of Microsoft Exchange in enterprise settings.
- Skilled in data analysis using tools such as SQL, PowerBI, Excel, and Access, with the ability to perform complex analytical tasks.
- Proven leadership abilities with experience guiding and supporting team members effectively.
BENEFITS
Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.
Salary range is $85K to $115K, based on experience.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.
If you're a California resident, please read the California Consumer Privacy Act prior to applying.
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