IT Support Specialist

At Swyfft, we're reshaping the way home insurance and commercial package products are priced and bound. We've created an insurance experience that's smart, instant, and designed to deliver unparalleled customer service.

Our focus on lightning-fast quotes and seamless claims servicing is powered by cutting-edge technology and an Agent and Customer-centric approach that sets us apart in the industry.

Joining Swyfft means becoming part of a dynamic team of forward-thinkers who thrive on moving fast and delivering exceptional products. We pride ourselves on fostering an environment where creativity and positive energy thrive.

As we continue to grow and expand, we're on the lookout for experienced professionals like you to join us in transforming the insurance landscape. If you're passionate about leveraging technology to provide the best customer service experience and are ready to be a part of our journey, we welcome you to explore opportunities at Swyfft!

About the Position:

Our IT team is growing! We are searching for Technical Support Specialist to join our small team that gets big things done. In this hybrid role you will provide hands-on, technical support to both remote and in-office team members. While much of the support can be handled remotely, you’ll also spend 2-3 days per week in our Tallahassee, Florida office to help employees in person and keep everything running smoothly.  

This role focuses on end-user systems, device management, identity and access, onboarding, and day-to-day IT operations in a Microsoft-based environment.

You will work closely with the IT Director and Senior Systems Support Analyst. You will have the opportunity to play a key role in improving the end-user experience, onboarding process, and operational efficiency of our IT function. If you enjoy working in a fast paced environment where no two days are ever the same we want to talk to you!

*This position is a U.S. based hybrid opportunity that will be based in the Tallahassee, Florida area.

Key Responsibilities: (What you'll be asked to do)

Ticket Management & End User Support (Primary)

• Serve as a primary responder for Level 1 and Level 2 support tickets using Zendesk.
• Own tickets from intake through resolution or escalation, ensuring clear communication and documentation.
• Troubleshoot issues related to:
  • Windows 11
  • Hardware and peripherals
  • Microsoft 365 applications
• SaaS applications and web browsers

Meet response and resolution expectations while maintaining a strong customer experience.

Onboarding & Offboarding (Core Responsibility)

• Own the end-to-end onboarding process for new hires, including:
  • Device imaging and configuration
  • Shipping equipment to remote employees
  • Account provisioning and access validation
  • Assisting with first-day setup and orientation as needed
• Support employee offboarding, including device recovery coordination and account deprovisioning.

Serve as primary onboarding support, with backup from senior IT staff as needed.

Endpoint Management & Patch Management

• Assist with endpoint management using Microsoft Intune.
• Support patch management processes for Windows devices.
• Help ensure devices meet security and compliance standards.

Identity & Access Management

• Create, modify, and disable user accounts in Active Directory.
• Assist users with access issues related to Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)

VoIP & Collaboration Tools

• Provide front-line support for VoIP applications (3CX), including:
  • Desktop and mobile app support
  • Call quality troubleshooting
  • User configuration and basic diagnostics
• Escalate backend or infrastructure-related issues as appropriate.

SaaS & Application Support

• Support a variety of SaaS applications used across the organization.
• Troubleshoot browser-related issues (Chrome, Edge, Firefox)
• Work with vendors and internal teams to resolve application-related issues.

Inventory & IT Operations

• Assist with IT asset inventory management, including tracking devices and accessories.
• Help manage device lifecycle activities (procurement coordination, deployment, refresh, and retirement).
• Contribute to documentation, standard operating procedures, and internal knowledge base content.

Local Office Support

• Provide hands-on IT support for a small local office as needed.
• Support meeting room technology, networking peripherals, and office hardware.
• Other duties and responsibilities as assigned

The Successful Candidate: (What we're looking for)

• 2+ years of experience in an IT support, service desk, or technical operations role.
• Strong working knowledge of:
  • Windows 10/11
  • Active Directory user management
  • Microsoft 365 administration and end-user support
• Experience supporting remote users.
• Familiarity with endpoint management tools.
• Experience supporting VoIP or unified communications applications.
• Experience supporting SaaS applications and modern browsers.
• Strong troubleshooting skills and a customer-focused mindset.
• Excellent verbal and written communication skills.

Some Requirements:

Core Skills & Attributes

• Strong organizational skills and attention to detail.
• Ability to work independently in a small IT team.
• Comfortable owning operational processes (especially onboarding)
• Calm, professional demeanor when assisting users.
• Willingness to learn and grow into broader systems responsibilities.

Physical Requirements & Work Environment

• Ability to lift, carry, and move equipment up to 50 lbs (e.g., desktops, monitors, printers, shipping boxes)
• Ability to sit or stand for extended periods while working at a computer.
• Occasional bending, kneeling, and reaching when setting up or troubleshooting equipment.
• Ability to work in an office environment and perform hands-on technical tasks as needed.
• Ability to safely handle and transport IT equipment.

Education:

• Bachelor’s degree or equivalent experience is required.

Other:

• Reliable high-speed internet connectivity required.
• Designated quiet work from home space.

The typical base pay range for this role across the U.S. is: $55,000- $65,000.00 per year + benefits.

 There is a different range applicable to specific work locations. This salary range is a good-faith estimate of what Swyfft may pay for this position at the time of posting. Actual compensation may vary based on skills, qualifications, and experience. The range reflects annual compensation (as applicable) and does not include bonuses or other incentives that the company may choose to pay at its sole discretion.

In addition to base compensation Swyfft offers a comprehensive benefit package.

We Have a Great Benefits Package!

• Medical, Dental, and Vision
• Short- and Long-Term Disability (Company Paid)
• Voluntary Long-Term Disability
• Employee Life & AD&D (Company Paid)
• Voluntary Employee, Spouse, and Child Life & AD&D
• Healthcare, Dependent Care and Transit FSA, and Healthcare Savings Account (HSA)
• 401K with a generous matching contribution and no vesting schedule 
• 20 days of PTO annually (prorated based on hire date)
• Company Paid Holidays and 2 “Choose Your Own Holidays”

It is the policy of Swyfft to provide equal employment opportunities to all employees and applicants for employment without regard to race, religion, color, ethnic origin, gender, gender identity, age, marital status, veteran status, sexual orientation, disability, or any other basis prohibited by applicable federal, state, or local law. EOE/AA/M/D/V/F.

If you require accommodations during the application or interview, please contact Kristine Kustra at [email protected] and we will make every effort to accommodate your needs.

Please Note: Swyfft Holdings, LLC is not accepting 3rd party agency resumes for this position, please do not forward resumes to our careers email address or Swyfft Holdings, LLC employees. Swyfft Holdings, LLC will not be responsible for any fees related to unsolicited resumes.