IT-Operations Associate

About Us:

RateQuote is a fast-growing insurance comparison platform and agency that employs powerful technology to match a consumer with the best health or medicare insurance policies that suit their needs. RateQuote is rapidly expanding their call center in Tampa, Florida and looking for on-site IT-operations administrators for hands on support directly with call center agents to ensure the licensed selling agents and managers are set up for success and growth.   

Position Overview:

The IT-Operations Associate is responsible for the day-to-day management, maintenance, and support of the RateQuote on-site IT infrastructure and software admin of all internal and 3rd party systems. This role ensures the smooth operation of on-site internet, firewall, backup internet provider, management of hardware, software vendors, and provides technical support to employees, promoting a secure and efficient IT environment both on-site in our Tampa, Florida Call Center as well as supporting remote employees across the United States.

This is an entirely on site permission. The employee will be required to be on site 5 days a week M-F 8:30am-6pm EST.

Key Responsibilities:

Network Management:

• Administer network infrastructure, including routers, switches, firewalls, and VPNs on-site in Tampa call center.
• Administer and manage centralized mobile device management and anti malware/virus software - Sophos.
• Monitor network performance and security to ensure reliability and data integrity.
• Troubleshoot network connectivity issues and implement necessary solutions to ensure stability of the internet.
• Be on call for any and all network outages, with the ability to come into the Tampa office to troubleshoot any time of the day.

Systems Operations and Administration:

• Ensure employees have access to the appropriate systems and level of access to perform daily duties.
• Ensure offboarded employees are removed from all systems in a timely manner.
• Manage logs and evidence of all employee onboarding, offboarding and change of permissions or roles. 
• Administrative access and management of systems such as;
• Google Workspace
• Slack
• Five9 Telephony System
• AgentCubed CRM
• Assist with user account management, new account creation, password resets, and access control.

On-Site User Support and Operations:

• Provide technical support to end-users, addressing hardware and software-related inquiries and issues ensuring they are addressed and resolved efficiently and in a timely manner.
• Assist with general operations type tasks including:
• Maintaining office supplies and re-ordering
• Manage key card badge access
• Monitor and 

Security Management:

• Implement and maintain security policies, including firewalls, antivirus, and intrusion detection systems.
• Monitor and respond to security incidents, ensuring data protection and compliance with security standards.
• Monitor key card access badge swipes.
• Monitor all anti malware and virus logs in Sophos and manage alerting.

Hardware - Software Licensing and Updates:

• Coordinate software updates and patches to keep systems up-to-date and secure.
• Manage and maintain servers, workstations, and network devices on-site and remote.
• Install, configure, and update operating systems and software applications.
• Perform routine system monitoring, diagnose, and resolve hardware and software issues.
• Manage MDM software (Sophos) across all employees ensuring central security protocols are enabled and monitored.

Hardware - Procurement and Disabling/Destruction:

• Evaluate, recommend, and purchase IT hardware and peripherals as needed.
• Setup hardware according to baseline standards.
• Set up and manage all chromebooks for remote working procedures.I
• Discard of unused or broken hardware ensuring proper Certificate of Destruction is obtained. 
• Manage hardware inventory and maintenance contracts - work with finance on hardware depreciation estimates.

Qualifications:

• 3 years in an IT position.
• Proficiency in operating systems (Windows, and Apple) and network technologies.
• Strong knowledge of hardware, software, and cloud computing.
• Familiarity with security protocols and best practices.
• Excellent problem-solving and communication skills.
• Certifications (e.g., CompTIA A , Network , Security , Microsoft Certified Administrator) are a plus.

Working Conditions:

• This role works in an office environment but may require occasional off-hours support and the ability to respond to emergencies.