IT Support Technician

About the Role

As an IT Support Technician, you become an integral part of our organization's technical support infrastructure. Your role is pivotal in maintaining the efficiency and functionality of our internal operations. Swiftly addressing and resolving technical issues across various platforms and systems is crucial to our success. You'll provide frontline assistance to both on-site and remote team members, diagnosing and efficiently resolving hardware, software, and network issues to ensure minimal disruption to user productivity. Additionally, your contribution to the onboarding process for new employees, specifically in the provisioning process, is essential. Furthermore, your dedication to creating and maintaining our knowledge base documentation ensures accurate and accessible support resources for the team.

Location: Columbus, Ohio (on-site)

What You'll Do

• Act as the primary point of contact for all support requests, providing prompt and efficient technical assistance through various channels, including chat, tickets, and email.
• Diagnose and troubleshoot hardware, software, and network issues, ensuring minimal disruption to user productivity.
• Escalate unresolved issues to appropriate support levels while maintaining clear communication throughout the escalation process.
• Support end-users utilizing softphone-based telephony solutions, addressing VoIP telephony issues promptly.
• Perform basic ticket triage and dispatch, prioritizing and escalating tickets for timely resolution.
• Assist with employee onboarding and offboarding tasks, including account setup, and hardware provisioning. Also serving as secondary support for tool set-up during employee onboarding.
• Collaborate with the IT team to identify areas for improvement in support processes and contribute to implementing enhancements.
• Maintain office-wide hardware and physical networking infrastructure.
• Participate in regular IT audit procedures, including conducting encryption and antivirus audits and monitoring ISP performance.
• Assist in the creation and maintenance of the knowledge base documentation.
• Administer and maintain the accuracy of our information technology inventory system.

What You Offer

• 2+ years of experience in a similar help desk or technical support role, demonstrating a strong understanding of end-user support.
• Solid knowledge and hands-on experience with Mac and Windows operating systems, enabling efficient troubleshooting and problem resolution.
• Familiarity with troubleshooting peripherals such as monitors, headsets, mice, and keyboards, ensuring seamless user experiences.
• Proficiency in supporting end-users utilizing softphone-based telephony solutions is highly desirable (e.g., Twilio, Zoom).
• Ability to effectively document and maintain a knowledge base, ensuring accurate and up-to-date support documentation.
• Excellent communication and interpersonal skills, with the ability to remain calm under pressure.
• Strong problem-solving and analytical abilities, with a focus on delivering effective solutions.
• Ability to work independently, prioritize tasks, and meet deadlines in a fast-paced environment.
• Prefer experience with Zoom, Google, Microsoft, Slack, Windows, and Macintosh.
• Experience with Jamf is desirable.

Systems

• Windows Intune, Autopilot
• Jamf
• Google, Slack, Zoom, Twilio
• Asset Sonar
• Cisco AnyConnect, OpenVPN Cloud,
• Microsoft Authenticator, Entra, Okta
• Confluence, Jira

What We Offer

• Career advancement - we have a culture that focuses on internal promotion and career growth.
• You have an ownership stake - all Maticians receive Matic stock options.
• Unlimited Paid Time Off.
• Company covered Health, Dental & Vision insurance for each Matician ($0 out of your paycheck for benefits), plus HSA with employer contribution.
• 401(k) Retirement Plan.
• Continuing education, licensing and professional development paid for by Matic.
• A TRUE team culture - one team, one dream is our company motto and while we are working hard to simplify the world of insurance, we never forget to play hard as well - we pride ourselves on frequent team events like happy hours, game nights, volleyball / kickball teams, etc!

About Matic

Matic is a startup with ample opportunities for growth. Since 2014, Matic has changed the landscape of the InsurTech industry by embedding insurance within the home and auto ownership experience. Today, Matic's digital insurance marketplace has over 45 home and auto carriers, as well as distribution partners in industries ranging from mortgage origination and servicing to banking, auto financing, and much more.

We hire rock stars who are passionate about owning their work and are obsessed with finding a better way. Working at Matic means working collaboratively towards one common goal...one team with one dream. We have a fast-paced culture that is driven by quality, transparency, and of course fun.

Applicants must be currently authorized to work in the United States on a full-time basis now and in the future. This position does not offer sponsorship.