Help Desk Engineer I

Porch Group is a leading vertical software and insurance platform and is positioned to be the best partner to help homebuyers move, maintain, and fully protect their homes. We offer differentiated products and services, with homeowners insurance at the center of this relationship. We differentiate and look to win in the massive and growing homeowners insurance opportunity by 1) providing the best services for homebuyers, 2) led by advantaged underwriting in insurance, 3) to protect the whole home.

As a leader in the home services software-as-a-service (“SaaS”) space, we’ve built deep relationships with approximately 30 thousand companies that are key to the home-buying transaction, such as home inspectors, mortgage companies, and title companies.

In 2020, Porch Group rang the Nasdaq bell and began trading under the ticker symbol PRCH. We are looking to build a truly great company and are JUST GETTING STARTED.

Job Title: Helpdesk Engineer I

Location: Seattle, WA

Workplace Type: Hybrid

Job Summary:

The IT Helpdesk Engineer I will be responsible for analyzing, troubleshooting and evaluating end-user and technology issues for the Porch Group’s Information Technology department. This role will provide support for Porch Group employees.

Additionally, the role will provide assistance via the telephone, chat and standard remote tools giving instructions and best practices on how to use business-specific programs. The candidate should be familiar with troubleshooting IT products such as Google Workspace, Microsoft Windows, Office 365, MacOS, Slack, Zoom, Flex and other business-related hardware or software.

What You Will Do As A Help Desk Engineer I

Monitor all work orders and requests and troubleshoot tickets for status and compliance with established timeframes for work performance.

Maintain help desk requests, ticket updates and status, general data entry, data gathering from emails and phone calls for user support.

Answer user inquiries regarding computer software or hardware operations to resolve problems.

Document and maintain an I.T. knowledge base and maintain inventory of assets and equipment.

Install, maintain, support, troubleshoot operating systems and a wide variety of software applications, peripheral devices and network connectivity issues.

Imaging and provisioning computers for deployment, setting up equipment for employee use, ensuring proper installation of IT Standards (operating systems and standard software).

Develop and maintain technical documentation and procedures, or train users in the proper use of hardware or software.

Answer questions in a friendly professional manner to resolve computer problems for employees remotely via email, chat, or telephone, or in person.

Manage user accounts in relation to Onboard and Offboarding user accounts and user group account management.

Scripting and automation to help employees eliminate repetitive work.

Maintaining security standards and patch management supported endpoints.

Resolve computer software issues, questions and problems.

Perform other IT related duties or projects, as assigned.

What You Will Bring As A Help Desk Engineer I

Bachelor’s Degree in an IT related field or 3+ years of equivalent work experience.

3-4 years of relevant corporate IT support operations work experience; preferably in a high-growth, dynamic SaaS environment.

Knowledge of MS Windows and Mac OS X operating systems

Prior experience with Okta, Microsoft Office 365, Azure, AWS, GCP, and Google Workspace is a plus.

Must have strong communication skills both verbal and written, attention to detail, dependability, cooperation, integrity and analytical skills.

Strong interpersonal and influencing skills, with the ability to build credible relationships with multiple business functions.

Excellent organizational and prioritization skills; able to assess prioritization by gauging business impact in consideration of competing priorities.

Ability to work on multiple concurrent projects and tasks and switch focus as necessary

Ability to adapt to rapidly changing priorities.

Familiarity with regulatory compliance standards such as SOX (Sarbanes-Oxley Act), PCI (Payment Card Industry Data Security Standard), and other relevant frameworks to ensure adherence to legal and security requirements.

Familiarity with the fundamentals of IP Addressing, DHCP, DNS, and basic routing skills

A quiet space to work

Reliable internet connection of at least 30 Mbps

IT certifications are a plus.

What You Will Get As A Porch Group Team Member

Pay Range*: $25.24/hour - $33.65/hour

*Please know your actual pay at Porch will reflect a number of factors among which are your work experience and skillsets, job-related knowledge, alignment with market and our Porch employees, as well as your geographic location.

Our benefits package will provide you with comprehensive coverage for your health, life, and financial wellbeing.

Our traditional healthcare benefits include three (3) Medical plan options, two (2) Dental plan options, and a Vision plan from which to choose.

Critical Illness, Hospital Indemnity and Accident plans are offered on a voluntary basis.

We offer pre-tax savings options including a partially employer funded Health Savings Account and employee Flexible Savings Accounts including healthcare, dependent care, and transportation savings options.

We provide company paid Basic Life and AD&D, Short and Long-Term Disability benefits. We also offer Voluntary Life and AD&D plans.

Both traditional and Roth 401(k) plans are available with a discretionary employer match.

Headspace is part of our employer paid wellbeing program and provides employees and their families access to on demand guided meditation and mindfulness exercises, mental health coaching, clinical care and online access to confidential resources including will preparation.

Brio Health is another employer paid wellbeing tool that offers quarterly wellness challenges and prizes.

LifeBalance is a free resource to employees and their families for year-round discounts on things like gym memberships, travel, appliances, movies, pet insurance and more.

Our wellness programs include paid vacation of 10 days per year accrued on an hourly basis, company-paid holidays of typically nine per year, paid sick time, paid parental leave, an employee assistance program (EAP), identity theft program, travel assistance, will preparation, and fitness and other discounts programs.

What’s next?

Submit your application and our Porch Group Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, we will look to connect with you for a chat to learn more about your background, and then possibly invite you to have virtual interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!

Porch is committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard and empowered to bring their full, authentic selves to work.

Porch is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable laws, regulations, and ordinances.

Porch Group is an E-Verify employer. E-Verify is a web-based system that allows an employer to determine an employee's eligibility to work in the US using information reported on an employee's Form I-9. The E-Verify system confirms eligibility with both the Social Security Administration (SSA) and Department of Homeland Security (DHS). For more information, please go to the USCIS E-Verify website.

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