IT Support Specialist

**IT Support Specialist**at Hippo Insurance Palo Alto, CA **Title:** IT Support Specialist**Location:** Austin, TX**Reporting to:** Sr. Manager, IT Support**About Hippo:**Hippo is a high-growth technology-first company that is challenging the insurance industry. Our approach is to modernize home insurance offerings thanks to our own insurance software, from incorporating smart home monitoring to offering a one-of-a-kind online experience that drastically simplifies the application process. Led by a strong team of passionate business and technology veterans, we're rapidly expanding by inviting great engineers to join our talented team.Hippo is solving complex engineering, data, regulatory and operational problems that have immediate impact on this antiquated industry. We're on a strong growth trajectory, extending a suite of products with a strong product-market fit, as well as building MVPs of new offerings.**About you**You will be a customer service and support evangelist, working with the team and assisting our customers via in person walkup, support tickets, email and chat. You will work closely with help desk staff to build and maintain IT support documentation and tools, administer IT queues, handle escalations and drive IT initiatives.You love building relationships with customers, business partners and IT team members alike. You have an extensive background in both Mac and Windows troubleshooting and are passionate about providing the best customer service experience possible, driving best practices within the team. You are passionate about mentorship and providing feedback to other members of the team.**What You'll Do:**Provide a high touch, white glove approach to technical support for our employeesAct as an escalation point to resolve a wide array of problems in a timely mannerOversee and participate in building a robust knowledgebase for your peers and end usersManage the hardware lifecycle from receiving new hardware and onboarding employees to repairs of damaged machines and upgradesSupport enforcement of security standards (antivirus/firewall/patching/two-factor authentication)Assist regularly with onboarding and offboarding activities**Must Haves:**2-4 years experience in IT Support in a professional environmentDeep experience with support ticket management and trackingStrong customer service, problem solving and teamwork abilitiesExperience using a modern MDM to solve complex support needsOutstanding communication and interpersonal skillsExtensive Technical knowledge of MacOS and Windows 10Network fundamentals (laptop connectivity, VPN, printing)Familiar with managing SaaS applications via SSOExperience with video conferencing solutions and support**Benefits and Perks**Hippo treats its team members with the same level of dedication and care as we do our customers, which is why were fortunate to provide all of our Hippos with:* **Healthy Hippos Benefits** - 100% Employer paid medical, dental & vision plan options for our team members AND their families (yes, you read that correctly). As well as 401(k), long & short-term disability, employer-paid life insurance, flexible spending accounts for health and dependent care, and an Employee Assistance Program (EAP)* **Training and Career Growth** - Paid training opportunities and countless internal career growth opportunities* **Award-Winning Culture** - Recognized by BuiltIn and Inc. Magazine as a top place to work - we value integrity, inclusiveness, empathy, and being proactive and dedicated* **Flexible Time Off** - You know when and how you should recharge* **Little Hippos Program** - We offer 12 weeks of parental leave for primary and secondary caregivers* **Hippo Habitat** - Downtown Austin, a 5-minute walk from the train station. Fully stocked kitchen and weekly catered lunches.*Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.**Hippos applicants are considered solely based on their qualifications, without regard to an applicants disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippos People Team to make the need for an accommodation known.**All Hippo employees who are required to report to a Hippo office or voluntarily enter a Hippo office must be fully vaccinated against COVID-19, unless a reasonable accommodation is approved. Employees in Office Based and Hybrid roles are required to report to a Hippo office. Fully vaccinated is defined as 2 weeks after receiving the second dose of a 2 dose vaccine and two weeks after receiving a single dose vaccine. Please acknowledge you have read and understand this requirement.*Location (City) * **Voluntary Self-Identification**For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely **voluntary**. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.As set forth in Hippo Insurances Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.Gender Gender GenderPlease identify your race Please identify your race Please identify your raceIf you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.Veteran Status Veteran Status Veteran StatusForm CC-305OMB Control Number 1250-0005Expires 05/31/2023**Voluntary Self-Identification of Disability**We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not b