IT Support Coordinator
Remote
Full Time
Experienced
Distinguished is a leading national insurance Program Manager providing specialized insurance programs to brokers and agents with specific expertise in Real Estate, Community Associations, Hospitality, Fine Art/Collectibles, and Restaurants. Distinguished partners with a select group of highly rated insurance companies to provide exclusive programs to our national network of 4,000 agencies and brokerages. You will have an opportunity to work with an energetic, passionate team that is committed to growth by helping our customers grow their business and building a best-in-class system, as well as a great place to work.
POSITION SUMMARY
In this role, the IT Support Coordinator plays a critical role in ensuring smooth technical operations for brokers and internal users. This individual is responsible for providing frontline support for various systems, troubleshooting technical issues, prioritizing support tickets, and coordinating with IT teams to resolve system-related problems.
RESPONSIBILITIES AND DUTIES
Broker & Internal User Support
Technical Troubleshooting & Issue Resolution
Ticket Management & IT Coordination
Process Improvement & Documentation
SKILLS & QUALIFICATIONS
COMPENSATION AND PERKS
CORE VALUES
Our Core Values define our business. At Distinguished Programs you will achieve goals focused on the best interest of our customer. INTEGRITY plays a crucial role in the way Distinguished does business. INNOVATION enables us to remain an industry trendsetter. You will be involved in projects that advance our products, processes, and people! You will collaborate with leaders in the organization and build RELATIONSHIPS with your colleagues, carriers and customers. Capitalize on your interests and strengths to drive an enrichment focused path allowing your determination to launch your career in an industry of endless opportunities. Bring your passion to the work you do, the people you impact and the success we ACHIEVE together. Acceptance and appreciation for diversity and inclusion are at our core.
POSITION SUMMARY
In this role, the IT Support Coordinator plays a critical role in ensuring smooth technical operations for brokers and internal users. This individual is responsible for providing frontline support for various systems, troubleshooting technical issues, prioritizing support tickets, and coordinating with IT teams to resolve system-related problems.
RESPONSIBILITIES AND DUTIES
Broker & Internal User Support
- Serve as the first point of contact for both internal and external users experiencing system-related issues.
- Assist users with the broker portal, resolving login, navigation, and system functionality issues.
- Provide guidance and training to users on best practices for utilizing the systems.
- Provide workarounds or direct users to the appropriate support channels.
Technical Troubleshooting & Issue Resolution
- Investigate and diagnose technical issues reported by brokers and internal teams.
- Resolve simple system usage problems and escalate complex issues to the appropriate support channels.
- Monitor and manage IT support tickets, ensuring timely responses and resolution.
- Document known issues, troubleshooting steps, and resolutions in a knowledge base for future reference.
Ticket Management & IT Coordination
- Communicate effectively with users regarding ticket status, expected resolution times, and potential workarounds.
- Process Improvement & Documentation
- Identify recurring technical issues and suggest process improvements or system enhancements.
- Develop user guides, FAQs, and training materials to enhance self-service support for brokers and staff.
Process Improvement & Documentation
- Identify recurring technical issues and suggest process improvements or system enhancements.
- Develop user guides, FAQs, and training materials to enhance self-service support for brokers and staff.
SKILLS & QUALIFICATIONS
- Associate or Bachelor’s degree in Information Technology, Business Administration, or a related field (or equivalent experience).
- Must have 2+ years in an IT support role with an insurance MGA, carrier, or agency environment.
- Familiarity with insurance systems such as Vertafore MGA Systems, ImageRight, Salesforce, and policy rating platforms.
- Basic understanding of databases, API integrations, and troubleshooting connectivity issues.
- Strong problem-solving and analytical abilities.
- Excellent verbal and written communication skills for technical and non-technical users.
- Ability to work independently and coordinate with multiple teams.
- Customer service-oriented mindset with a proactive approach to issue resolution.
COMPENSATION AND PERKS
- $65,000 - $75,000 base salary plus bonus. Salary commensurate with knowledge, skills, experience, and geographic location.
- Summer Fridays (Leave at 2:00PM all Fridays from Memorial Day to Labor Day).
- Great healthcare coverage including Medical, Vision, and Dental.
- 401k with 4% company match. Immediately 100% vested.
- Life, disability and supplemental insurance.
- Growth and development opportunities.
- Wellness Benefits including an Employee Assistance Program, Telemedicine, and Peloton App Digital Membership for 1 year (or if you have Peloton equipment, receive a 4-month waiver)
- Work/Life Balance with generous time off policy including PTO and paid holidays, Dependent Daycare flexible spending account, paid parental leave, a commuter account, and a sabbatical every 7 years.
CORE VALUES
Our Core Values define our business. At Distinguished Programs you will achieve goals focused on the best interest of our customer. INTEGRITY plays a crucial role in the way Distinguished does business. INNOVATION enables us to remain an industry trendsetter. You will be involved in projects that advance our products, processes, and people! You will collaborate with leaders in the organization and build RELATIONSHIPS with your colleagues, carriers and customers. Capitalize on your interests and strengths to drive an enrichment focused path allowing your determination to launch your career in an industry of endless opportunities. Bring your passion to the work you do, the people you impact and the success we ACHIEVE together. Acceptance and appreciation for diversity and inclusion are at our core.
We do not accept unsolicited resumes from external recruiting firms or agencies.
Distinguished Programs, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
All your information will be kept confidential according to EEO guidelines.
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