IT Support Specialist

Alacrity Solutions is a full end-to-end provider delivering streamlined insurance claims, repair, and recovery solutions. As one of the largest independent providers of insurance claims services in North America, we provide property, auto, heavy equipment, and casualty claims management services. Our staffing capabilities, temporary housing services, managed repair network, and subrogation services support a fully integrated solution for all your needs from first notice of loss through completion of repairs. By assembling the best service providers through strategic acquisitions and relying on the right talent, Alacrity Solutions provides consistent, professional, and scalable services throughout the entire claim handling and resolution process. To learn more, visit www.AlacritySolutions.com.
The IT Support Specialist provides front-line technical support to the company by maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, and computer peripherals. 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.
Essential functions (Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

• Provide front-line technical support for all Alacrity employees; log problems and document fixes in ticketing system while communicating with employees per department guidelines.
• Escalate technical problems according to established procedures.
• Maintain, analyze, troubleshoot, and repair computer systems, hardware, and computer peripherals.
• Document, upgrade, and replace hardware and software systems.
• Manage equipment inventory in asset-tracking systems.
• Support and maintain user account information including rights, security, and systems groups.
• Create user instruction guides and best practice procedures.
• Evaluate make/model, submit purchase requests, perform system preparation, and coordinate shipment.
• 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.

Competencies
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must have the ability to recognize, analyze, and troubleshoot end-user problems.
• Focus on providing excellent customer service and ability to resolve conflicts in a diplomatic and tactful manner.
• Flexible problem-solving and ability to adapt to changing circumstances.
• Effective communication and documentation skills.
• Ability to quickly grasp and apply modern technologies.
• Keen sense of discretion and confidentiality.
• Ability to work calmly under pressure and meet strict deadlines.
• Ability to communicate technical concepts effectively to a varied audience.
• Proficient in Office 365 applications.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

•  Work in a team environment and collaborate with people at all levels of the organization.
• This role is intended to report onsite based on hiring need. Requests for occasional remote work must be made in advance and will be considered on a case-by-case basis.

Supervisory Responsibilities:

• N/A

Physical & Mental Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee must occasionally lift and/or move up to 50 pounds.
• While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk and use hands to handle or feel.
• Ability to define problems, collect data, establish facts, draw valid conclusions, interpret technical instructions and deal with abstract and concrete variables.
• Specific vision abilities required by this job include close, distance and peripheral vision, depth perception and the ability to adjust focus.

Starting salary range:

• $25.00 per hour

Job Specifics:

• In Office (Eugene, OR)
• Full-Time (M-F, 6am-2pm)

Travel Required:

• N/A

Required education and experience

• Associate’s Degree or a minimum of 2 years of college coursework in computer science, management information systems, or a closely related field.
• 1-3 years of customer service experience in an Information Technology environment
• Knowledge and understanding of various computer systems, hardware, software, and related computer peripherals.

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.

Additional eligibility requirements

• N/A

Why Choose Alacrity?:

• Benefits Package including: Medical, Dental, Vision, Short- and Long-Term Disability, Life Insurance, and an Employee Assistance Program
• HSA Bank with selection of High Deductible Health Plan
• 401K plan options
• Paid Time Off Accruals
• Paid Holidays

Affirmative Action/EEO statement
Alacrity is an equal opportunity employer and is committed to providing employees with a work environment free of discrimination and harassment. All decisions pertaining to an employee’s employment are made without regard to race, color, religion, sex (including sexual orientation, pregnancy, childbirth), gender, gender identity or expression, age, national origin, ancestry, physical or mental disability, medical condition, reproductive health decisions, veteran’s status, genetic information, creed, marital status, disability, citizenship status, or any other characteristic protected by applicable law.
This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, and training. Alacrity Solutions makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, please refer to our EEO policy.
Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.