IT Help Desk Support

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.

We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets. As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents. Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands. 

Independence Pet Group (IPG), a subsidiary of IPH, is one of North America’s largest pet insurance and services organizations. Our impressive family of brands (Figo, Felix, ASPCA Pet Health Insurance, Pets Plus Us, and AKC Pet Insurance) supports insurance for more than 1,000,000 pets in the U.S. and Canada and provides well-being, safety, resources, and business solutions to the pet industry, including microchip identification and an online pet registry. 

Job Summary

Provides support services to employees with technology issues involving desktop, laptop, or network services.

Primary Responsibilities

• Assists both onsite and remote employees.
• Researches solutions through internal and external sources.
• Troubleshoots and diagnoses issues with hardware, software, network, and other related systems.
• Installs, configures, and upgrades computer components and software.
• Responds to service outages.
• Tracks incidents in a software solution and follows through to resolution.
• Provides technical training to end-users.
• Maintains documentation, including troubleshooting guide, software, and hardware configurations.
• Performs other duties and responsibilities as assigned.

Location - Work Type

• Hybrid - Phoenix/Scottsdale area
• 2 days/week in office

Experience:

• 3+ year of Help Desk experience
• Exceptional troubleshooting skills, proven ability to diagnose complex technical issues - both hardware, software and peripherals
• Software Support
• Audio/Video conference room support
• Basic network skills - able to perform network conectivity issues
• Knowledge of Microsoft technologies - AD, O365, Powershell a plus
• Exceptional customer service skills
• Ability to document informations and update current knowledge base
• Strong preference for support professional that has worked extensively within ServiceNow
• Ability to work on-call rotation - once every 8 weeks

Education

 Must meet one of the following requirements:

• Bachelor’s Degree or equivalent work experience (One-year relevant experience is equivalent to one-year college)
• Associate’s Degree in a Technical Field
• Certification in relevant focus area

Accountability/Complexity:

• Work is of limited scope, typically on smaller, less complex projects, task-related activities, or routine assignments.

All of our jobs come with great benefits including healthcare, parental leave and opportunities for career advancements. Some offerings are dependent upon the location of where you work and can include the following:

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retirement savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)