IT Support Specialist

IT Support Specialist

UFG is currently seeking an IT Support Specialist who will be responsible for providing frontline technical support to internal users across the organization. This role focuses on the installation, configuration, and maintenance of hardware, software, operating systems, and mobile devices, ensuring a stable and productive end-user environment. Support is delivered via phone, remote tools, email, and in person.

You'll troubleshoot technical issues, resolve service requests, and escalate complex issues to senior members of the IT Support team or the Support Engineering team. The ideal candidate is detail-oriented, solutions-driven, and committed to delivering outstanding service in a fast-paced environment.

Essential Duties And Responsibilities:

• Provide hands-on and remote technical support for desktop hardware, laptops, peripherals, operating systems (Windows/macOS), and mobile devices (iOS).
• Install, configure, and maintain applications, software, system patches, and user profiles.
• Respond to and document support requests in the ticketing system; ensure timely communication and resolution of issues.
• Assist with workstation setup and deployment for new hires, including account provisioning and peripheral configuration.
• Troubleshoot and resolve common technical problems related to Microsoft 365, VPN, Citrix, printing, networking, and endpoint security.
• Escalate unresolved or complex technical issues to senior team members or the IT Support Engineering team, as appropriate.
• Support inventory tracking and equipment lifecycle processes including device assignment, returns, and upgrades.
• Contribute to documentation and knowledge base articles for internal use.
• Recommend improvements to IT support procedures and tools to enhance efficiency and user experience.
• Stay informed on current and emerging technologies relevant to the role.
• Assist in testing and providing user-focused feedback during the rollout of new systems and applications, in coordination with the Infrastructure and Application Engineering teams.

Job Specifications:

• Education: High school diploma or equivalent required. Associate's degree in information technology or a related field preferred, or equivalent work experience.
• Certifications/Designations: CompTIA A+, Network+, or Microsoft Certifications are a plus. Commitment to continued learning through courses, certifications, and in-house training.
• Experience: 1–2 years of experience in an IT support, help desk, or service desk environment preferred. Experience with Windows 10/11, macOS, iOS, Microsoft Office 365, and basic networking concepts. Familiarity with imaging, reimaging, and zero-touch deployment of workstations is a plus. Exposure to mobile device management (MDM) and endpoint security tools is beneficial.
• Knowledge, skills & abilities: Basic to intermediate troubleshooting and technical support skills. Strong communication and customer service skills, both written and verbal. Ability to follow procedures and adapt to changing technology environments. Detail-oriented with strong documentation habits and organizational awareness. Team player with a willingness to learn and take initiative.
• Working Conditions: Standard business hours in a general office environment; occasional flexibility may be needed for hardware deployments or project-based tasks. Ability to lift and carry up to 50 lbs as needed (e.g., monitors, printers). May require bending, kneeling, or crawling to access under-desk areas or network ports during equipment installation or maintenance. Onsite/Hybrid work as determined by business needs. Occasional on-call or after-hours work may be required during system outages, deployments, or for critical support needs. May involve periodic travel to satellite offices, data center, or partner locations.

Pay Transparency Statement: UFG Insurance is committed to fair and equitable compensation practices. The base salary range for this position is $51,795 - $68,394 annually, which represents the typical range for new hires in this role. Individual pay within this range will be determined based on a variety of factors, including relevant experience, education, certifications, skills, internal equity, geography and market data.

In addition to base salary, UFG Insurance offers a comprehensive total rewards package that includes: Annual incentive compensation, Medical, dental, vision & life insurance, Accident, critical Illness & short-term disability insurance, Retirement plans with employer contributions, Generous time-off program, Programs designed to support the employee well-being and financial security.

This pay range disclosure is provided in accordance with applicable state and local pay transparency laws.