Desktop Support Analyst

Job Description

We are seeking a dynamic and experienced Tech Services Specialist for our Technical Field Engineering team. This role is pivotal in providing on-site technical support and maintenance across our regional offices. The ideal candidate will have a strong technical background, taking a proactive approach to identifying and solving technical issues.

Help drive our insurance business transformation as we transition from a traditional IT model to a Tech organization with engineering excellence as its mission.

Job Responsibilities:

Technical Support and Maintenance:

• Ensure timely and efficient resolution of technical issues in regional offices, including hardware, software, network, AV and general system problems.
• Support on-site installations, maintenance, and upgrades of Tech infrastructure and equipment.
• Proactively monitor and analyze opportunities to improve technical support operations, identifying areas for improvement and supporting the implementation of corrective actions.

Project Management:

• Hands on support of technical projects, including office relocations, infrastructure upgrades, and new technology rollouts.
• Collaborate with other departments and stakeholders to align technical support activities with overall business objectives.
• Ensure projects are completed on time, within budget, and to the required standards.

Communication and Collaboration:

• Act as a liaison between your regional offices and the larger Tech organization, partnering with Org Change Management team to ensure clear communication and coordination of tech rollouts and changes.
• Provide regular updates to management on chronic technical issues, project status, and opportunities to improve the associate tech experience.

Continuous Improvement and Innovation:

• Stay up to date with the latest technology trends and advancements in field engineering.
• Identify opportunities for process improvements, automation, and the implementation of new technologies to enhance service delivery and associate experience.

Basic Qualifications:

• Bachelor’s degree in Information Technology, Engineering, or a related field or comparable experience.
• At least 4 years of experience in hands on technical support or a related discipline.
• At least 4-years’ experience in IT infrastructure, networking, AV, and/or systems support.

Preferred Qualifications: 

• Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.
• Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.
• Project management certification (e.g., PMP) and IT certifications (e.g., CompTIA Network+, Microsoft Certified Systems Engineer) are a plus.

Additional Information