Technical Support Lead

Technical Support Lead

About GradGuard
GradGuard is the leading embedded insurance platform that helps schools educate and protect students from the risks of college life. 

Since our founding, we have pioneered the development of the most relevant insurance programs for the collegiate market.

Today, we are the number one provider of tuition and renters insurance programs in the nation.

Why Join Us?
We've got processes that work, and products that people want. We've also cultivated a company culture based on three words: Respect. Grow. Thrive. Our unique workplace unites is high tech, higher education, and our people around our mission. All we need is you.

Your Most Critical Outcome
As Technical Support Lead you will play a crucial role in configuring and maintaining laptops, workstations, printers, and other hardware devices. You will provide technical support to GradGuard staff ensuring that their computing and networking needs are met. The primary goal for the Technical Support Lead is to provide prompt resolution of endpoint and service issues which would hinder employees' ability to perform their tasks and responsibilities.

Your Responsibilities

• Configure and deploy end-user devices and supplemental hardware according to company standards and user requirements.
• Troubleshoot hardware, software, and local network issues, identify root causes, and implement effective resolutions.
• Assist in AV setup for GradGuard internal events.
• Ensure compliance with security protocols and policies related to endpoint devices and network access.
• Provide guidance and training to users on software applications, operating systems, and best practices.
• Document and maintain knowledge base articles, FAQs, and standard operating procedures. 
• Analyze device management data and identify trends or areas for improvement in endpoint support and maintenance.
• Stay updated with emerging technologies and industry trends related to endpoint devices and support.

You Bring to the Table

• Bachelor's degree in Information Technology, Computer Science, or a related field is preferred.
• Certification in relevant technologies (e.g. CompTIA A+) is a plus.
• 3-5 years of experience in workstation support or similar technical support roles in a tightly regulated environment, such as PCI and SOC 2 compliant workplaces.
• Broad experience using and managing common enterprise services, such as Google Workspace, Jira, Confluence, and Slack.
• Experience provisioning and maintaining Apple devices using Apple Business Manager and MDM (Mobile Device Management) solutions, such as Jamf Pro and Kandji.
• Excellent communication and customer service skills with the ability to explain technical concepts to non-technical users.
• Ability to empathize with the end-user and swiftly craft solutions under pressure.
• Strong documentation and organizational skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Physical Demands / Working Conditions

• Typical work environment for a professional office space with hybrid and remote peers.
• Largely a stationary role with some moving from place to place.
• Constant use of a computer, keyboard, mouse, monitor and other office equipment.
• Occasionally picks up, carries, and moves items up to 20 lbs.
• Some evening and weekend work, depending upon workload.
• Some overnight travel may be required for work, events, and trainings.

GradGuard Benefits

• Comprehensive medical, dental, and vision insurance coverage. GradGuard pays 100% of employee premiums and 75% of dependents' premiums.
• Unlimited Paid Time Off, plus holidays.
• Paid parental leave.
• Flexible in-office / work-from-home philosophy. 
• Employee Education Assistance Program.
• 401(k) with a company match of up to 5% of your annual compensation.
• Short-term and Long-term disability.
• Term life insurance coverage with 100% of premiums paid for by GradGuard.