IT Operations Technician

At Core Value Insurance Group (CVIG), we don't just offer jobs-we build careers. We are a fast-growing, family-owned organization specializing in Medicare Sales Operations, supporting a nationwide team of licensed Agents, Enrollment Specialists, and corporate staff. Our operation relies on best-in-class technology, compliant call center systems, and a high-performance culture to deliver exceptional service to Medicare beneficiaries across the country.

With years of experience in the Medicare marketplace, CVIG operates a high-volume, regulated sales environment where uptime, security, and system reliability are critical. The IT Support Specialist will play a key role in supporting our Medicare call center and corporate teams by ensuring workstations, telephony platforms, collaboration tools, and business applications are secure, compliant, and running at peak performance.

This is a hands-on, in-office role for a technically strong, customer-focused professional who enjoys solving problems end-to-end and serving as the go-to IT resource in a fast-paced call center environment.

Responsibilities

End-User Support

• Provide in-person and remote technical support for Windows 10/11 workstations, laptops, mobile devices, and office hardware.
• Troubleshoot connectivity issues (Wi-Fi, Ethernet, VPN), audio/video problems, and general performance issues.
• Support Microsoft 365 applications including Outlook, Teams, OneDrive, SharePoint, and common browser tools.
• Assist both in-office and remote Agents with MFA, account access, and basic home network troubleshooting.

Printers & Office Equipment

• Support and maintain office printers and copiers, including drivers, print queues, scanning, networking, paper jams, and supply tracking.
• Coordinate equipment repairs, replacements, warranties, and vendor support.

Conference Rooms & A/V

• Support Microsoft Teams meetings, microphones, speakers, displays, docking stations, and cameras.
• Set up and test conference rooms and executive meetings for high-visibility calls and trainings.

Telephony / Call Center Systems

• Support VoIP and call center platforms (user provisioning, softphones, headsets, call queues, routing, basic IVR changes, and number assignments).
• Troubleshoot call quality issues including latency, jitter, device configuration, and network-related problems.
• Partner with telephony vendors and managed service providers for escalations and system improvements.

Business Applications & CRM

• Assist users with CRM access, permissions, workflow issues, and basic troubleshooting (e.g., Go High Level or similar platforms).
• Perform light database and data-hygiene tasks such as exports, imports, and basic integrations support.

Onboarding & Offboarding

• Handle onboarding and offboarding for Agents and staff, including workstation setup, account provisioning, MFA configuration, telephony profiles, and access requests.
• Prepare and deploy laptops via Intune/Autopilot or imaging; ship equipment to remote employees as needed.
• Recover assets, manage license pools, and maintain accurate IT inventory and asset tracking.

Networking & Infrastructure (Light)

• Perform basic network troubleshooting (IP addressing, DHCP, DNS, Wi-Fi, Ethernet, VLAN awareness, QoS for voice).
• Assist with network closet organization, patching, labeling, and device inventory.
• Escalate advanced networking and security issues to the managed service provider as required.

Security & Compliance

• Support HIPAA-aligned security practices, including MFA, device encryption (BitLocker), EDR, patching, and endpoint compliance.
• Assist with phishing investigations, basic incident triage, and audit preparation.

Automation & Scripting (Python)

• Develop and maintain Python scripts to automate routine IT and operational tasks such as user audits, license reporting, asset reconciliation, log analysis, and system health checks.
• Build API integrations and data pulls from Microsoft 365, Entra ID, CRM, and telephony platforms for reporting and compliance support.
• Support data exports, transformations, and validation processes to improve accuracy across IT, CRM, and call center systems.
• Document scripts, maintain version control, and ensure all automation follows security and compliance standards.

IT Operations & Documentation

• Own ticket intake, prioritization, resolution, and documentation from start to finish.
• Maintain IT runbooks, onboarding checklists, asset inventories, and knowledge base articles.
• Track key performance metrics and recommend improvements to support efficiency, scalability, and compliance.

Experience & Requirements

Required

• 3+ years of experience in IT Support, Desktop Support, or Help Desk (Tier 1–2).
• Strong troubleshooting skills across:
• • Windows 10/11
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Printers and drivers
  • Network fundamentals (DHCP, DNS, Wi-Fi, VPN)
• Experience supporting VoIP and call center telephony systems.
• Familiarity with CRM platforms and Microsoft Office (Excel, Word).
• Experience writing and maintaining Python scripts for automation, reporting, and system integrations.
• Strong documentation, ticketing, and customer service skills.
• Ability to lift and move equipment (up to ~40 lbs) and support occasional after-hours needs.

Nice to Have

• Experience with Intune, Autopilot, and endpoint management.
• PowerShell and advanced Python automation (API integrations, scheduling, dashboards).
• Knowledge of HIPAA, PHI handling, and security best practices.
• Certifications: CompTIA A+, Network+, Security+, ITIL, Microsoft Fundamentals.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field.

Tools You'll Use

• Microsoft 365 & Entra ID (Admin Center, Exchange, Teams, SharePoint, OneDrive, Intune)
• VoIP / Call Center Platforms (e.g., Enrollhere or similar)
• CRM Systems (e.g., Go High Level)
• Python (automation, reporting, integrations)
• Ticketing & Remote Support Tools (Jira, Zendesk, Freshservice, RMM, Quick Assist)
• Asset Management & Documentation Platforms (SharePoint, Confluence, IT Glue)