United Fire Group

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Production Support - Tier 2

Production Support - Tier 2

Job ID 
# of Openings 
Job Locations 
US-IA-Cedar Rapids
Posted Date 
Information Technology
Company Car Provided? 

More information about this job



UFG can offer you an award-winning workplace and a trustworthy, financially-stable company. While we’ve always known our commitment to employees and financial stewardship, it is good to have others recognize our dedicated efforts. UFG was named to the “2017 Top Workplaces” list by The Des Moines Register, and was also included on the Forbes’ America’s Most Trustworthy Financial Companies” list for 2015, 2016 and 2017. Additionally, UFG is a super-regional property and casualty insurer rated “A” (Excellent) by A.M. Best Company.


UFG is looking for a Sr. Systems Support Specialist to add to their growing team.


The Senior Systems Support Specialist I is the primary point of contact for all medium to complex system issues as well as trouble shooting IT related problems. Must have strong issue investigation skills to resolve internal system production issues and a background to provide detailed root cause analysis with remediation recommendations. Strong technical skills are required to assist and resolve internal system errors, all technology-related inquiries, and to help users fully understand system procedural issues and questions. Inquiries can be related to our company websites, agency system interface programs, internal systems, hardware, software, phones, Citrix, MS Office, etc. The customers are our independent insurance agents, policyholders, and employees. As needed, they will partner with PMO, IS, Tech Team and other internal groups for resolution.


The weekly schedule for this position is M-F, 10:00AM-6:30PM.





  • Receive and resolve systems issues via phone, email, chat and in-person
  • Become the subject matter expert in multiple systems serving as the point of contact for medium to complex issues.     
  • Interaction and collaboration with PMO and IS providing detailed issue analysis and will aid in problem resolution utilizing excellent analytical skills.  
  • Create documentation and maintain information in the knowledge base system.
  • Coach and train team on complex systems issues as needed 
  • Contribute to ongoing process improvements, problem resolution and workflow improvements. 
  • Participate in system release testing. 
  • Assist with incoming workload to help Support Specialists as needed. 





  • Two year college degree with 3-5 years of previous Help Desk or Business Analyst experience.
  • Advanced troubleshooting knowledge with computers, software and hardware.
  • Demonstrated success in resolving system production issues and providing post implementation support. 
  • Demonstrated ability to work well with business leaders, project team leaders, application developers and programmers. 
  • Technical background sufficient to understand the issues involved with automation projects and be able to anticipate and identify obstacles and make strong business decisions providing pre and post implementation support.
  • Ability to express technical concepts effectively, both verbally and in writing, to diverse groups of people.

  • Adaptability and flexibility including ability to manage multiple competing priorities while working under tight deadlines. 
  • Strong teamwork, facilitation, and negotiation skills. 
  • Effective communication skills both written and verbal



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