Senior IT Specialist

About Patriot Growth Insurance Services: Founded in 2019, Patriot is a growth-focused national insurance services firm that partners with employee benefits and property and casualty agencies across the United States. Patriot is currently ranked as the 25th largest broker in the U.S. by Business Insurance and has been named to the 2025 Inc. 5000 list of fastest-growing companies. With over 2,100 employees operating in 150+ locations in over 45 states, Patriot’s collaborative model delivers resources and strategic support to its agencies. Patriot creates true alignment with its partner agencies, and its operating philosophy fosters enhanced career opportunities for its dedicated and professional team. We are committed to working with like-minded individuals who share our vision of creating an insurance agency focused on operational excellence and a relentless pursuit of growth.

Position Overview: Our company seeks an experienced Information Technology (IT) professional accustomed to heavy details and a fast-paced environment to join our team as a Senior IT Specialist. In this position you will play a lead role in ensuring the efficient and secure functioning of an organization's IT systems. This includes providing troubleshooting, technical analysis, and resolution over hardware and software issues, assisting in maintaining network infrastructure, and implementing solutions to enhance our overall operational efficiency.

Work Location: This is a full-time, fully remote position.

Professional 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
  
  

Qualifications And Requirements

• 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 manage and prioritize multiple tasks simultaneously
• Ability to de-escalate calls and use critical thinking when addressing customers’ unique needs
• 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
• Proven ability to create and maintain technical documentation and SOPs.
• Experience contributing to knowledge base development.
• Understanding of change management processes.
• Ability to assist with IT projects or system upgrades.
• Familiarity with networking fundamentals (TCP/IP, DNS, VPN).
  
  

Why Patriot Growth Insurance Services: We offer the opportunity to be a part of one of the fastest-growing insurance companies since its inception. We strive to create a flexible and collaborative environment for our employees, and our goal is to provide enhanced career opportunities for our dedicated and professional team. In addition to a competitive salary, we provide a comprehensive health and welfare program to employees, family members and domestic partners. Employees are eligible for benefits coverage the first of the month following 30 days of employment. We offer:

• 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)
  
  

Salary Range: A starting base salary in the $65,000 - $75,000 range, depending on the candidate’s experience.

• A wide salary range is posted for this position, and any job offer is based upon a salary analysis to comply with the required state pay transparency law. The salary analysis considers relevant experience, education, certifications, and seniority as compared to others doing substantially similar work. There is no guarantee an offer will be at the top of the posted range based on the salary analysis.
  
  

Patriot Growth Insurance Services is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, citizenship or immigration status, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits, and training. Patriot makes hiring decisions based solely on qualifications, merit, and business needs at the time. For more information, read through our EEO and DE&I Policy: Patriot's EEO and DEI Policy.