Root is on a mission to unbreak insurance by creating experiences people love at prices they can’t believe. We believe that investing in world-class technology will facilitate a new class of insurance products, driving a massive positive impact on the hundreds of millions of drivers who carry auto insurance in the US. Root’s Engineering team is committed to building a flexible platform on which our product designers and quantitative scientists can quickly test ideas, deploy them into production, and iterate, with the ultimate objective of a delightful customer experience coupled with effective risk management.
The Opportunity
We are seeking an Information Technology Specialist I to join our team. In this role, you will assist various teams across the company to ensure peak productivity and rapidly resolve a wide range of IT challenges. You will be expected to push the boundaries of your knowledge, continuously learning, and coaching employees through their technological issues. The ideal candidate is passionate about supporting an organization through a customer service mindset, embraces automation to improve workflows, and thrives in a fast-paced environment.
Salary Range: $61,800 - $70,000 (Bonus and LTI Eligible)
While Root is a “work where it works best” company, this position is required to work onsite at our headquarters in Columbus, OH.
How You Will Make an Impact
- Provide Level 1 support including hardware, imaging, and diagnostics.
- Deliver technical assistance to end-users for client-side applications, with minimal supervision.
- Identify, isolate, and resolve or escalate IT issues as appropriate.
- Solve undocumented problems using experience, technical training, and research.
- Assist in developing user guides and documentation to address frequent issues.
- Utilize the enterprise ticketing system to manage and resolve issues for both local and remote users.
- Proactively identify common issues, and create knowledge base entries for undocumented solutions.
- Participate in hardware asset management tasks, including equipment setup, swaps, and returns.
- Participate in a shared on-call rotation
What You Will Need to Succeed
- 2+ years of experience working a Technical Support role in an office environment, specifically in an IT/help desk role.
- Comfortable in supporting both Mac and PC platforms; including imaging, troubleshooting, and independently resolving technical issues remotely.
- Knowledge of working with enterprise ticketing systems.
- Familiarity with enterprise tools to manage Windows and Apple ecosystems.
- Ability to work in a fast-paced environment.
- Excellent verbal and written communication skills.
- Comfortable navigating ambiguity and adapting to change quickly.
As part of Root's interview process, we kindly ask that all candidates be on camera for virtual interviews. This helps us create a more personal and engaging experience for both you and our interviewers. Being on camera is a standard requirement for our process and part of how we assess fit and communication style, so we do require it to move forward with any applicant's candidacy. If you have any concerns, feel free to let us know once you are contacted. We’re happy to talk it through.
Please see our Privacy Notice available HERE for more information on how we process your personal data.
Consistent with the Americans with Disabilities Act (ADA) and the Civil Rights Act of 1964, it is the policy of Root to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for Root. The policy regarding requests for reasonable accommodation applies to all aspects of the hiring process. If reasonable accommodation is needed, please contact [email protected].
Skills Required
- 2+ years of experience in a technical support or help desk role in an office environment.
- Comfortable supporting both Mac and PC platforms, including imaging, troubleshooting, and remote issue resolution.
- Knowledge of and experience working with enterprise ticketing systems.
- Familiarity with enterprise tools to manage Windows and Apple/macOS ecosystems.
- Ability to work onsite at headquarters in Columbus, OH.
- Willingness to participate in a shared on-call rotation.
- Excellent verbal and written communication skills.
- Ability to work in a fast-paced environment and adapt to ambiguity.
What We Do
At Root, we’re doing things differently. We’re reimagining the services people need so that they serve them better. And we’re doing it by using data, technology, and rapid innovation to create products and experiences that are fair, easy, personal, and affordable. We’ve partnered with Carvana in a partnership that brings an industry-leading, seamless insurance process to the online car buying experience. The launch of Carvana Insurance Built with Root delivers an elevated customer experience made possible through a deep integration that pre-fills key customer information so that a customer can skip data entry and jump directly to evaluating quotes and customizing coverage. This fully embedded product experience—from quote to payment—happens entirely within the Carvana checkout process. Teams from both Carvana and Root have worked for months to build this bold technology platform. An early iteration involved 24 screens in the customer experience flow—that experience is now just three straightforward steps.
Why Work With Us
Our success is because of the hard work, ingenuity, and exceptional performance of our team. People come to Root because they know they can make an impact in their role, the company, and the industry. We’re passionate and curious self-starters, building a top-notch customer experience. Sound like something you’d like to be a part of?
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