Job Description
Job Description
JOB SUMMARY
US Claims is a leading provider of advances to personal injury victims and their families. Our mission is to provide much-needed liquidity to an underserved market, enabling victims to pursue fair settlements. We have built an organization driven by excellence and are seeking individuals excited by the opportunity to grow with us. Offering an innovative environment guided by outstanding leadership, US Claims provides a strong platform to demonstrate talent and build a rewarding career. Energized by the challenges and opportunities ahead, our passionate team continues to drive the exponential growth of our business. US Claims is currently hiring an experienced IT Support Specialist to join our team, reporting directly to the IT Director and working closely with our Managed Service Provider (MSP). This role provides timely and effective technical assistance to end users across the organization, ensuring smooth day-to-day operations. In addition to end-user support, this role owns and administers the company’s ZenDesk help desk platform and cyber-security training and phishing simulation platform (KnowBe4).
RESPONSIBILITIES AND DUTIES
Help Desk & End-User Support
- Serve as the primary point of contact for end users seeking technical assistance via phone, email, Zendesk, or in person
- Diagnose and resolve hardware, software, and network-related issues efficiently to minimize downtime
- Provide clear, step-by-step guidance to enable users to troubleshoot common issues independently
- Log, track, and maintain detailed records of all support interactions, including issue description, troubleshooting steps, and resolution
- Collaborate closely with the IT Director and MSP to escalate and coordinate resolution of complex issues
- Identify trends in recurring issues and recommend proactive improvements
Cybersecurity Training & Phishing (KnowBe4)
- Own and manage the KnowBe4 security awareness training and phishing simulation platform
- Assign, track, and report on employee cybersecurity training completion
- Design, launch, and monitor phishing campaigns
- Analyze results and provide metrics and recommendations to IT leadership
- Support ongoing security awareness and risk reduction initiatives
Systems & Operations Support
- Assist with onboarding and offboarding, including account provisioning, permissions, hardware setup, and security training
- Assist in installation, configuration, and maintenance of hardware, software, and network equipment
- Support system upgrades, patches, and enhancements
- Participate in planning and execution of network and system improvements
- Maintain confidentiality of all data accessed, processed, or stored
- Create and maintain detailed Standard Operating Procedures (SOPs) and technical documentation
- Stay current with industry trends and best practices
- Perform other duties as assigned
- Participate in on-call support as needed after business hours or weekends
EDUCATION, SKILL & EXPERIENCE REQUIREMENTS
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
- 5 years of experience in technical support or IT operations roles.
- Proficiency in troubleshooting hardware, software, and network-related issues.
- Familiarity with Windows operating systems, Microsoft 365, AWS, Azure and Active Directory.
- Familiarity with Microsoft Defender for endpoint
- Basic understanding of network protocols, routing, and switching.
- Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users.
- Strong problem-solving skills and the ability to work independently or as part of a team.
- Experience working in a collaborative environment with third-party service providers or MSPs is advantageous.
- Willingness and ability to be on call if needed after business hours/weekends to address urgent technical issues.
- Ability to learn and support new systems and applications.