Patriot Growth Insurance Services, LLC · 3 weeks ago
Information Technology Senior Specialist (Remote)
United States
Full-time
Remote
Mid, Senior Level
$65K/yr - $75K/yr
4+ years expPatriot Growth Insurance Services is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. They are seeking an experienced IT Senior Specialist to lead the Service Desk team, ensuring the efficient and secure functioning of the organization's IT systems and providing technical support.
Employee BenefitsInsuranceProperty Insurance
Responsibilities
Help lead and manage the day-to-day operations of the Service Desk team, ensuring timely and effective resolution of IT-related incidents and service requests
Provide guidance, mentorship, and support to the Service Desk Technicians, ensuring adherence to best practices and service standards
Serve as the first point of escalation for complex technical issues, managing and resolving incidents or service requests with high priority
Coordinate and manage the team’s workload to ensure efficient task delegation, issue tracking, and resolution within defined service level agreements (SLAs)
Develop and implement strategies for improving customer service and support efficiency, including identifying recurring issues and recommending preventative measures
Maintain and update knowledge base articles, ensuring that troubleshooting steps and solutions are accessible to the team and end-users
Help and partner with other stakeholders to help facilitate the onboarding of new team members, including training and onboarding programs
Collaborate with other IT Operations teams and departments to ensure alignment on service delivery goals and seamless integration of new systems, applications, and services
Help conduct regular team meetings to address team goals, performance, challenges, and process improvements
Create and maintain documentation for IT policies, procedures, and protocols
Ensure proper use of IT service management tools and maintain detailed records of all incidents, requests, and resolutions
Qualification
Required
Bachelor of Science degree in Information Technology, Computer Science, or a related field
4+ years of relevant work experience in a Service Desk or IT support role
CompTIA A+ certification or an equivalent certification
Strong working knowledge of ITIL best practices and proven experience in incident and problem management
Prior work experience with various IT related services such as Fresh Service, Applied EPIC, Proofpoint, and ConnectWise, and ITIL or the equivalent methodology experience
General understanding of an IT support team's application / hardware support, and ticketing platforms
Proficiency in the use of Microsoft Office Suite tools (Word, Excel, PowerPoint)
Ability to learn new systems and applications quickly, adapting to changing requirements or support documentation
Proven ability to create and maintain technical documentation and SOPs
Ability to de-escalate calls and use critical thinking when addressing customers' unique needs
Proven ability to manage and prioritize multiple tasks simultaneously
Familiarity with networking fundamentals (TCP/IP, DNS, VPN)
Strong analytical, organizational, and troubleshooting skills
Excellent interpersonal and communication skills (both written and oral)
Ability to provide quality customer care with a customer service mindset
Experience contributing to knowledge base development
Understanding of change management processes
Benefits
Medical, Dental, and Vision Benefits
Flexible Spending Account (FSA) and Health Savings Account (HSA) and Commuter Transit Programs
Company Paid Short-Term Disability, Long-Term Disability and Group Term Life
Company Paid Employee Assistance Program
Paid Parental Leave
Paid holidays
Personalized PTO
401 (k)
Company
Patriot Growth Insurance Services, LLC
Patriot is a national agency specializing in Employee Benefits, Property & Casualty and Personal insurance solutions.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$500MKey Investors
Golub CapitalAntares CapitalSummit Partners
2023-11-28Debt Financing· $500M
2022-08-09Debt Financing
2021-02-23Debt Financing
Leadership Team
J
Jeff Wood
SVP, Premier Client Practice Leader
Ian Larson
President, Individual Health
Recent News
2026-01-07
2025-12-16
Company data provided by crunchbase