IT Support Specialist

Who we are:
Through a partnership-based approach, Coterie helps insurance professionals unlock untapped revenue in the small commercial space. With an innovative quoting platform that delivers accurate pricing and bindable quotes in less than one minute, Coterie makes small business insurance effortless.

We are on a mission to build and foster a world-class team to bring speed, simplicity, and service to commercial insurance. We value integrity, humility, passion, and intelligence. If you want to push yourself and reshape a $200B+ market, we’re excited to talk to you!

What will the IT Support Specialist do?

The IT Support Specialist will serve as the first point of contact for resolving IT-related issues through our help desk ticketing system. This role is critical in providing timely and effective technical support to employees, focusing on hardware troubleshooting, basic Okta and Microsoft 365 (M365) user administration, support for company SaaS applications, and other assigned tasks. The position is 100% remote, requiring excellent communication skills and the ability to work independently.

• Help Desk Support: Respond to and resolve help desk tickets promptly, addressing issues related to hardware, software, SaaS applications, and user access while maintaining a high level of customer service.
• Hardware Support: Diagnose and troubleshoot hardware issues, including laptops, peripherals, and other employee devices, coordinating repairs or replacements as needed.
• Okta User Administration: Perform basic user account management tasks in Okta, such as account creation, password resets, and access modifications, following established processes.
• M365 User Administration: Manage basic M365 user tasks, including account setup, license assignments, and troubleshooting access issues for tools like Outlook, Teams, and OneDrive.
• SaaS Application Support: Provide support for company SaaS applications, including user access troubleshooting, basic configuration assistance, and issue resolution.
• Documentation: Accurately document ticket resolutions, user interactions, and processes in the help desk system to maintain a knowledge base for future reference.
• Escalation: Identify and escalate complex issues when necessary, ensuring clear communication and follow-up.
• Other Duties: Perform additional IT-related tasks as assigned, including assisting with onboarding, software deployments, or special projects.
  

What we are looking for:

• 1-2 years of experience in a help desk or IT support role, preferably in a remote or distributed environment.
• Strong understanding of hardware troubleshooting (laptops and peripherals).
• Basic knowledge of Okta user administration (account management, MFA, password resets).
• Basic proficiency in Microsoft 365 administration (user accounts, licenses, troubleshooting).
• Experience supporting SaaS applications.
• General knowledge of Windows and macOS operating systems.
• Excellent verbal and written communication skills for remote collaboration.
• Strong problem-solving abilities and a customer-focused mindset.
• Ability to work independently and manage time effectively in a remote setting.
• Must be able to work standard business hours with occasional flexibility for after-hours support as needed.

What will make you stand out:

• Associate’s degree in IT, Computer Science, or a related field, or equivalent experience.
• Relevant certifications (e.g., CompTIA A+, ITIL, Microsoft 365 Fundamentals) are a plus.
• Experience with ticketing systems (e.g., Jira, ServiceNow, or similar).
• Familiarity with remote device management tools or MDM solutions (e.g., Jamf, Intune).
• Basic understanding of network troubleshooting (VPN, Wi-Fi connectivity).
• Prior experience supporting a variety of SaaS platforms in a corporate environment.

Our interview process:

Our hiring process generally consists of 4 phases. The goal is to provide an opportunity for us to learn more about our candidates while allowing them to get to know us as well!

• Phase 1: Qualified candidates will first meet with a member of our People Operations team for a phone interview. This discussion is a high-level conversation to understand more about your background and interests and for us to share more about Coterie and the position.
• Phase 2: Selected candidates will be invited to participate in our PDP survey and meet with our Hiring Manager for a 2nd interview via Teams video. This interview is designed to be more detail oriented and allows you to learn more about the role and expected to be 30 minutes in length.
• Phase 3: Top candidates will be invited to participate in an experiential exercise interview and a series of 1:1 interview with additional team members. The experiential exercise/project will be provided in advance.
• Phase 4: Final candidates will receive an invite to our final interview which will be a 1:1 with a member of our senior leadership team.

What's in it for you:

Coterie has excellent benefits for all full-time employees. We offer the following:

• 100% remote
• Health insurance through Aetna (we pay 100% of premiums)
• Dental and vision insurance through Guardian (we pay 100% of premiums)
• Basic life insurance (we pay 100% of premiums)
• Access to flexible spending account (FSA) or health savings account (HSA) (for those using HSA eligible plans)
• 401K plan (up 4% match with immediate vest). Must be 21 years of age or older to participate
• Flexible PTO and 12 company-paid holidays each year
• Continuing education annual stipend
• Annual salary estimated between $50,000 - $70,000 (paid hourly) based on national data. Candidates who meet all the minimum requirements and possess additional relevant experience, as outlined in the job description, may be considered for a salary above the midpoint of the above range. Salary is based on internal equity; internal salary ranges; market data/ranges; applicant’s skills; prior relevant experience; degrees or certifications, etc.

Work Authorization:
At this time, Coterie Insurance is unable to consider candidates who require current or future visa sponsorship. Applicants must have authorization to work in the United States without the need for sponsorship now or in the future. Falsification of an application, including work authorization status, is immediate grounds for dismissal from consideration.