IT Support Specialist - Lead

Job Summary:  

IT Support Specialist - Lead takes charge of coordinating, diagnosing, and troubleshooting incoming employee issues. Offering support services, they assist employees facing technical challenges and information technology issues encompassing desktop, laptop, or network services. Ensuring prompt resolution or escalation, when necessary, they advocate for the customer by directing matters to the appropriate technical personnel. Additionally, they keep management and end-users informed with case status updates and contribute to the development, documentation, and implementation of standard operating procedures and customer service guidelines relevant to IT support. 

 
Responsibilities:  

• Provides third tier IT support to employees and business resolving moderate to complex problems and tickets as a member of the Help Desk Team. 

• Responds to escalated employee issues and incidents in a proactive, timely fashion. 

• Completes tasks and projects supporting IT operations in delivering systems and features that provide significant value. 

• Resolves any software, hardware, and network/802.1x issues. 

• Identifies quality and reliability issues in systems they maintain. 

• Tackles distributed system debugging, incident response, and reverse-engineering tasks. 

• Assists new hires with set-up, IT tools, and best practices. 

• Supports the business with integration and provisioning ensuring best practices are followed. 

• Assists in identifying, defining, and documenting best practices for system installation, configuration, troubleshooting, and monitoring. 

• Seeks input from teammates and outside experts on systems and feature design. 

• Identifies key gaps in automation and tooling functionality that will drive significant improvement in systems. 

• Executes on key deliverables for the business that require off-hour support or tasks. 

• Assembles workstations including mechanical standing desks. 

• Unboxes and organizes inventory items. 

• Receives and organizes inventory while maintaining inventory tracking system. 

• Installs IT equipment inclusive of TVs. 

• Maintains a clean & safe work environment. 

• Supports new hires and more junior team members with development to become more proficient over time. 

Required Skills:    

• Knowledge of Intune and JAMF administration. 

• Knowledge of Azure active directory and MAC operating system.

• Experience with Microsoft Windows operating systems, Microsoft Office Products, and MAC. 

• Comfortable with command line & scripting experience. 

• Experience with networks, firewalls/security, and operating systems. 

• Ability to lift 50 pounds safely. 

• Self-motivated and Self-organized. 

• Basic mechanical aptitude. 

• Ability to troubleshoot first tier computer hardware and software issues. 

• Strong computer skills, including proficiency in Microsoft Office.  

• Excellent attention to detail and strong documentation skills.  

• Outstanding verbal and written communication skills.  

• Strong organizational and interpersonal skills. 

• Exceptional problem-solving abilities. 

• Collaborates well with other teams. 

 
Education & Experience: 

• Degree in information technology or certifications in CompTIA A+, Udemy IT Help Desk Professional, Microsoft IT Support, Apple Support. 

• 4+ years of relevant experience. 

What we offer:

• Business casual atmosphere in a flexible working environment 

• Team focused culture that promotes innovation and ownership 

• Access cutting edge investment reporting technology and expertise

• Defined and undefined career pathways allowing you to grow your own way 

• Competitive medical, dental, vision, and life insurance benefits

• Maternity and paternity leave 

• Personal Time Off and Volunteer Time Off to give back to the community

• RSUs as well as employee stock purchase plan and 401k with match  

• Work from anywhere 3 weeks out of the year 

• Work from home Fridays

Salary Range

$31.73 - $44.95

This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). The Company reserves the right to modify this pay range at any time. For this role, benefits include: health/vision/dental insurance, 401(k), PTO, parental leave, and medical leave, STD/LTD insurance benefits. Clearwater Analytics is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.