Digital Workplace Technology Specialist

Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture. Group1001’s culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes. This goal extends to how we hire and onboard our most valuable assets – our employees.

Why This Role Matters:

We are seeking a skilled and dedicated Digital Workplace Technology Specialist to provide exceptional end-to-end user support for our organization’s most critical leaders and business processes. Serve as the “face” of IT, providing face to face support, troubleshooting, problem solving, triage, and navigation through the organization to get customer technology problems solved.

This role requires a strong technical background, excellent communication skills, and the ability to handle complex issues efficiently. The ideal candidate will have extensive experience in technical support, particularly with Windows and Microsoft Office, and MacOS. The ability to think on your feet, deal with ambiguous situations, provide quick solutions to problems and understand personas, while developing a deep understanding of how our clients operate is critical to the success of this individual. This person is the face of the Information Technology organization, delivering excellent user experience of all thing's technology.

How You'll Contribute:

Executive Support:

• Provide 24/7/365, personalized technical support to C-suite executives, senior management, and other key stakeholders throughout the business.
• Understand the unique needs and preferences of each executive and tailor support accordingly.
• Handle urgent requests promptly and professionally.
• Drive technology projects necessary for executive requirements and manage technology communication/s and changes to firm technology policies that impact the executive experience.
• Travel to corporate offices, residential properties, client sites and/or travel destinations as necessary.

Desktop Support:

• Troubleshoot and resolve all reported technology problems, including in office, residential properties, and client/travel locations.
• Support mobile devices, iPhones, iPads including MDM’s, policies, etc.
• Ensure seamless integration of multiple technologies.

Application Support:

• Assist with Microsoft Office 365 applications (Word, Excel, PowerPoint, Outlook, Teams, etc.).
• Troubleshoot application-related problems and provide timely solutions.
• Collaborate with IT teams to address any compatibility issues.

Audio Visual Support:

• Assist in setup and configuration of AV equipment, conference rooms, and day to day meeting requirements from our customers utilizing various Video collaboration solutions (zoom, slack, teams, webex etc.)
• Diagnose and resolve technical issues, perform routine remote and on-site maintenance for ensuring optimal performance and readiness of conference rooms
• Support end users, executives, and event staff with AV operations; managing and coordinating presentations, webinars and hybrid meetings to ensure excellent AV experiences both internally and externally

Remote and On-Site Support:

• Provide remote support for executives and business users working from home or traveling.
• When necessary, offer on-site assistance for critical issues, hardware deployments and set-up as well as face to face support and triage.

Security and Compliance:

• Educate executives and business users on security best practices.
• Ensure compliance with company policies and data protection regulations.
• Monitor and address any security vulnerabilities.

Documentation and Training:

• Maintain accurate records of support requests, resolutions, and system configurations.
• Create user-friendly guides and tutorials for common tasks.
• Conduct training sessions for executives and business users as needed.

Collaboration:

• Work closely with other IT teams (network, infrastructure, security) to resolve complex issues.
• Collaborate with vendors for hardware repairs and software licensing.

Continuous Improvement:

• Stay updated on industry trends, emerging technologies, and best practices.
• Propose enhancements to existing processes and tools.

What We're Looking For:

• Bachelor's Degree in Computer Science, Information Technology, or related field (preferred not mandatory).
• Preferred 10 years of experience in technical support or desktop support roles.
• Extensive experience in supporting Windows operating systems, Microsoft Office suite (365) and MacOS.
• Familiarity with JAMF, Intune, Azure environments, DaaS (AWS/AVD) is a plus.
• Familiarity with Zoom, Slack, and MS teams is a plus.
• Preferred familiarity with Terraform, GitHub, Azure DevOps and/or other IaC platforms, Code repositories and CI/CD pipelines

Skills:

• Excellent critical thinking, problem-solving abilities and precise attention to detail.
• Strong communication and interpersonal skills, able to articulate technical concepts to non-technical people.
• Ability to work independently and prioritize tasks effectively.
• Customer-focused mindset, strong passion for serving the customer.
• Comprehensive and broad knowledge of all aspects of IT solutions and services
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or Apple Certified Support Professional (ACSP) are advantageous.

This position is a hybrid position based out of Waltham, Massachusetts, and requires the employee to be physically present at the workplace three to four days per week. This role also includes travel to other office locations and/residential sites as necessary.

Benefits Highlights:  

Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001’s benefits package. Employees (and their families) are eligible to participate in the Company’s comprehensive health, dental, and vision insurance plan options.  Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability. All employees (regardless of hours worked) have immediate access to the Company’s Employee Assistance Program and wellness programs—no enrollment is required.  Employees may also participate in the Company’s 401K plan, with matching contributions by the Company.

Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued. Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team. Diversity embodies all the differences that make us unique individuals.  All employees share the responsibility for maintaining a workplace culture of dignity, respect, understanding and appreciation of individual and group differences.