End-User Support Specialist (Hybrid)

YOUR ROLE

As an End User Support Specialist, you are a key part of the employee technology experience at Bold Penguin. You provide frontline technical support to employees, helping ensure they have the technology, access, and assistance they need to work effectively.

Your responsibilities include troubleshooting hardware and software issues, configuring and deploying computers and other devices, supporting in-office A/V and connectivity needs, and managing employee access across Bold Penguin's applications and systems. You'll also play an important role in employee onboarding and offboarding, ensuring technology and access are set up correctly, securely, and on time.

WHAT YOU'LL DO

• Monitor and triage incoming support requests through Jira Service Management according to established service metrics.

• Physical setup of new and replacement Mac and Windows computers for new hires and break/fix

• Perform password resets and basic troubleshooting for a wide variety of Software-As-A-Service applications, including Slack, Google, Okta, Tableau, Microsoft Remote Desktop, and many others.

• Escalate requests to Tier 2 as needed and help identify recurring issues that lack formal documentation.

• In-office audio/visual support for Zoom Room and other video conferencing hardware, and support in office events as needed

• Provision account access for new hires and adjust existing hires' permissions and role-based access as directed.

• Ticket notes and documentation will be a key measure of success. Help grow our knowledge base and keep notes in tickets timely and accurate.

• Other duties and responsibilities as assigned.

YOUR LOCATION

This is a hybrid role, with expectations of being in-office 3 days per week. Applicants must be local to Dublin, Ohio.

Skills & Experience

• 1-2 years in a help desk, desktop support, or customer-facing technical support role.

• Comfortable with hands-on hardware work - imaging, physical setup, basic peripheral troubleshooting

• Working comfortably with both macOS and Windows 11.

• Familiarity with Google Workspace and/or Microsoft 365 (Teams) in a business setting.

• Attention to detail and documentation

• Genuine patience and clarity in communicating with non-technical coworkers, even on their fifth password reset this month.

• Nice to have: exposure to Okta or another identity provider, CompTIA A+, or prior use of Jira Service Management or a comparable ticketing tool.

Physical Requirements

• Must be able to sit/stand/walk for prolonged periods of time (up to 8 hours per day), at a desk working on a computer.
• Must be able to use standard office equipment for extended periods of time, including but not limited to, a mouse, keyboard, phone and video conferencing.

Bold Penguin is the premier digital broker for commercial insurance. Their technology expands top-of-funnel demand and increases yield for enterprise partners. Through digital distribution, wholesale capabilities, and AI-driven insights, they transform the lifecycle of both simple and complex risks, from prospecting to placement.

Benefits

We offer competitive compensation and progressive benefits that include:

• Medical, Dental, and Vision
• Flexible PTO Policy
• 401(k) with a company match
• Employee Assistance Program
• Parental Leave
• Disability and Life Benefits

Stay connected to the Glacier. We have great SLACK channels for work and play. We also like to video conference and hold all-hands "Waddles" regularly.

Penguin bling. Like swag themed after a certain Antarctic bird? Just. You. Wait.

Bold Penguin believes in inclusion. That's why we're proud to be an equal opportunity employer that considers all qualified applicants regardless of race, color, religion, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. To learn more about our results-focused culture and employee-focused perks, read more on our careers page.