IT User Support Specialist

Altimeter Solutions Group **IT User Support Specialist** **Altimeter Solutions Group** is a leading provider of managed repair services tailored to the property insurance industry. We act as a critical bridge between carriers and policyholders, ensuring high\-quality, efficient property restoration through our curated network of contractors. As a private equity\-backed organization with strong annual revenue and a dedicated team of 250 employees, we are in a phase of rapid scaling and operational excellence. The **User Support Specialist** utilizes technical knowledge to implement and support IT initiatives, provide technical support, and resolves problems of a moderately complex nature. This individual will respond to Help Desk tickets and verbal requests for support and must possess a strong dedication to timely and thorough customer service while minimizing user impact. **Primary Duties include but are not limited to**: (*Reasonable accommodation may be made to enable qualified individuals to perform essential functions.)** Manage issues to resolve for all Altimeter employees: log problems and document fixes in ticketing system while communicating with employees per department guidelines. * Answers, prioritizes, and evaluates all incoming requests. Identify issues and determine problem solutions through diagnostic processes and procedures. Utilize available resources to resolve issues. * Escalate technical problems according to established procedures. * Assist users/departments in implementing requests or proposals and in assessing information system needs. * Provide knowledge and technical articles for other support levels * Maintain and install standard image for company devices * Support and maintain user account information including rights, security, and systems groups. * Create user instruction guides and best practice procedures. * Conduct compatibility tests and functionality reviews on new or current software. * Conduct technical research to assist with problem resolution. * Assist IT staff on other related issues or duties as needed. **Required education and experience*** Associate’s degree in information technology or a related field (or equivalent experience). * A minimum of 5\-7 years of customer service experience in an Information Technology environment * Knowledge and understanding of various computer systems, hardware, software, and related computer peripherals. * Ability to multi\-task in a fast\-paced environment with fluctuating priorities and deadlines. **Preferred education and experience*** Bachelor’s degree in computer science, management information systems, or a closely related field. * Relevant internships, projects, or certifications. * Prior experience in a Help Desk or similar Technology Support environment, including experience supporting Windows clients and servers. * Experience working in a growing environment is strongly preferred. **Supervisory Responsibilities:*** N/A