Title: IT Support Specialist

Location: Austin, TX

Reporting to: Manager, IT Support

About Hippo:

Hippo exists to protect the joy of homeownership. We believe that insurance should protect the things you treasure through an intuitive, modern experience. We provide tailored insurance coverage and preventative maintenance plans that keep you protected throughout your homeowner journey. We’ll also help you find coverage for everything life brings—from auto to flood—reimagining how you care for your home.

About the Role:

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 employees

• Resolve a wide array of problems (software, hardware) in a timely manner

• Participate in building a robust knowledgebase for your peers and end users

• Manage the hardware lifecycle from receiving new hardware and onboarding employees to repairs of damaged machines and upgrades

• Support enforcement of security standards (antivirus/firewall/patching/two-factor authentication)

• Assist regularly with onboarding and offboarding activities

Must Haves:

• 2-3 years' experience in IT Support in a professional environment

• Experience with support ticket management and tracking

• Strong customer service, problem solving and teamwork abilities

• Experience using a modern MDM to solve support needs

• Outstanding communication and interpersonal skills

• Advanced technical knowledge of MacOS and Windows 11

• Network fundamentals (laptop connectivity, VPN, printing)

• Familiar with managing SaaS applications via SSO

• Experience 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 we’re fortunate to provide all of our Hippos with:

• Healthy Hippos Benefits - Multiple medical plans to choose from and 100% employer covered dental & vision plans for our team members and their families. We also offer a 401(k)-retirement plan, short & long-term disability, employer-paid life insurance, Flexible Spending Accounts (FSA) for health and dependent care, and an Employee Assistance Program (EAP)

• Equity - This position is eligible for equity compensation

• Training and Career Growth - Training and internal career growth opportunities

• 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 - Snacks and drinks available for onsite employees

Hippo is an equal opportunity employer, and we are committed to building a team culture that celebrates diversity and inclusion.

Hippo’s applicants are considered solely based on their qualifications, without regard to an applicant’s disability or need for accommodation. Any Hippo applicant who requires reasonable accommodations during the application process should contact the Hippo’s People Team to make the need for an accommodation known.