IT Support Technician II

Job Description

Trupanion is a leading provider of medical insurance for cats and dogs in North America. Our mission is to help loving, responsible pet owners budget and care for their pets. At Trupanion, we offer a collaborative, casual, and pet-friendly environment where everyone is encouraged to be themselves. 

Position Summary: 

Do you love working with technology and have a desire to grow and learn in the IT field? If so, Trupanion is looking for an experienced Support Technician to join the Trupanion IT team! Our team believes in enabling our users through technology and removing technical barriers to success while providing industry leading customer service. 

This position is open to candidates in the Seattle area. You will have a hybrid remote/in-office schedule where you will work from our casual, pet-friendly office at least 3 days a week.

What you will do: 

• This person should be able to triage basic to intermediate IT tickets and Microsoft Teams requests with a friendly and efficient method of communication.

• They will be required to perform internal processes for tasks such as user creation, remote access assistance, and provide answers to common inquiries while working in an Active Directory environment.

• Designs processes to improve the support experience and levels of self-service,

• Creates and ensures proper and accurate documentation both internal and external facing. 

• Coordinates communication between the user and other IT staff/groups. 

• Identifies problems impacting Trupanion end users, escalates advanced technical issues, and works with system owners to resolve these issues. 

• Ensures compliance with established IT and company policies and procedures 

• Drives improvements in workflow, procedures, and processes 

Experience you have:

• At least 3 years of experience in IT Support

• Experience with Office 365 and Windows 10 

What you’ll bring:  

• Good customer service, communication, and people skills 

• Familiarity with any VDI environment (Citrix, VDI, RDP) 

• Ability to follow and create process documentation 

• Willingness to learn, develop, and contribute in a fun, fast-paced environment 

• Familiarity with Linux & Apple OSx 

• Prior contact with batch script, PowerShell, or basic programming operations 

• Knowledge of domain management applications or MDM technologies 

• Knowledge of networking and hardware standards 

• An understanding of security concepts, principles and practices 

Compensation: 

• The hourly rate for this position is $31.25/hr - $33.65/hr on a full-time schedule 

• Along with base salary, Trupanion employees may be eligible for monthly bonuses. 

• We want all employees to be invested in Trupanion’s success, so we grant Restricted Stock Units to all new team members. Our new hire grants vest over 4 years

Additional Information

Benefits and Perks:

• Full medical, dental, and vision benefits at no cost to the employee
• Four weeks of paid time off and 9 paid float holidays (you can decide which days are most important to you!)
• Five-week sabbatical after five years of employment
• Open, casual, pet-friendly, and fun office environment
• Free medical health insurance for your pet (1 dog or cat)
• Paid time off to volunteer at nonprofit organizations
• Seattle Office Amenities: Free on-site gym, free dog walking services for office pets during business hours, free parking, and paid ORCA cards.

For more information about Trupanion, visit https://trupanion.com/about

Learn more about how Trupanion has revolutionized our industry and the reimbursement model: https://www.youtube.com/watch?v=vdWZ4KHiPTQ

Trupanion is an equal-opportunity employer and embraces diversity. We are committed to building a team that represents a variety of backgrounds, abilities, perspectives, and skills.

We will ensure that individuals are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodations.