Sr IT Support Specialist bei UFG Insurance

UFG is currently seeking a Senior IT Support Specialist who will provide advanced technical support and serves as a key escalation point for complex issues related to hardware, software, operating systems, mobile devices, and enterprise tools. This role is also responsible for mentoring junior team members, improving processes, supporting infrastructure integrations, and driving automation within endpoint management tools.

The ideal candidate has a strong technical foundation, thrives on problem-solving, and takes initiative to identify and implement enhancements to the user experience. This position supports primarily internal users and collaborates regularly with IT Support Engineering, Infrastructure, and Security teams to maintain a secure, efficient, and scalable support environment.  

Essential Duties and Responsibilities: 

• Provide tier two technical support for end users via phone, remote tools, email, and in-person across Windows/macOS devices, iOS, and business applications.
• Troubleshoot and resolve escalated issues related to endpoint systems, Microsoft 365, Citrix, networking, remote access, security tools, and peripherals.
• Mentor and guide IT Support Specialists on technical troubleshooting, documentation, and service delivery best practices.
• Participate in the onboarding/offboarding process including account provisioning, hardware setup, and user orientation.
• Install, configure, and maintain desktop software, system images, and hardware; coordinate repairs and replacements as needed.
• Leverage and maintain tools such as Unified Endpoint Management (UEM) or Mobile Device Management (MDM) platforms (e.g., Intune, ManageEngine, Jamf) to automate processes and enforce configuration standards.
• Recommend and implement process improvements, scripts, and automation to enhance support efficiency.
• Perform root cause analysis on recurring incidents and document solutions in the knowledge base.
• Support asset lifecycle management, compliance tracking, and inventory control processes.
• Assist in internal audits, policy enforcement, and adherence to IT controls and security standards.
• Collaborate with other IT teams and vendors on complex technical issues, deployments, or integrations.
• Stay current with emerging technologies, trends, and best practices relevant to endpoint management and support.
• Participate in testing and validation activities for new systems and applications in collaboration with Infrastructure, Application Engineering, and Delivery teams, contributing feedback on usability and support impact.

Job Specifications: 

Education: 

• Bachelor’s degree in information technology, Computer Science, MIS, Business, or equivalent work experience in an enterprise technology environment.

Certifications/Designations: 

• CompTIA A+, Network+, or Microsoft Certifications are a plus.
• Commitment to continued learning through courses, certifications, and in-house training.
• Familiarity with or certification in UEM/MDM platforms (e.g., Intune, Jamf Pro) is a plus.

Experience: 

• 3+ years of hands-on experience supporting Windows and macOS environments in an enterprise environment.
• Experience administering Microsoft 365 and managing user accounts, licenses, and settings.
• 2+ years of experience managing enterprise printing, file sharing, and security tools.
• Experience with Active Directory, Group Policy, and basic scripting (e.g., PowerShell) to automate tasks.
• Familiarity with endpoint management systems (UEM/MDM) and asset tracking platforms.
• Experience supporting iOS devices in a managed enterprise environment.

Knowledge, skills & abilities: 

• Advanced troubleshooting and diagnostic skills for desktop, laptop, mobile, and application support.
• Strong understanding of Windows and Mac operating systems, Microsoft 365, remote access (VPN/Citrix), and networking fundamentals.
• Proven ability to coach and mentor junior support staff and lead by example in service delivery.
• Experience in writing and maintaining knowledge base articles, SOPs, and technical documentation.
• Excellent customer service, interpersonal, and communication skills.
• Strong organizational skills with the ability to prioritize work and adapt to shifting demands.
• Demonstrated initiative in proposing and implementing technology solutions and improvements.

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.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and skills required. Additional task and requirements may be assigned, as necessitated by business need. UFG retains the right to modify the description of this job at any time.