Desktop Support Analyst III

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

This mid-level IT Support / Desktop Support Analyst role will be responsible for troubleshooting department computer network systems; installing software packages and system upgrades; and providing in-house training to department personnel on systems and software use.

Job Description

Job Specific Duties

• Collaborate with other information technology professionals on work assignments which have been recognized by IT management as having significantly greater complexity.
• Serve as the first point of contact for customers seeking technical assistance over the phone, email & in-person.
• Provide troubleshooting, apply diagnostic techniques, and ask pertinent questions to ensure timely issue resolution.
• Analyze, resolve, respond to and document end user inquiries in a formal ticket system.
• Assist with systems administration as directed.
• Install and maintain computer hardware components.
• Implement and administer computer operating system environment.
• Mentor Level 1 technicians regarding core technology skills.
• Enhance current systems as needed when upgrades become available based on system requirements.
• Monitor hardware and software utilization.
• Maintain inventory of computer hardware and software, telephone system
• Provide in- house training of personnel on system and general software use.
• Maintain knowledge of current technology.
• Support other activities within the organization as needed.
  
  
  

Minimum Job Requirements

• 2 years’ experience in a related field or an equivalent combination of education and experience.
• Experience supporting end user base of 500+ employees.
• Ability to lift and carry up to 50 pounds of equipment for short distances.
  
  
  

Knowledge Skills, And Abilities

• Exceptional customer service skills, able to deliver courteous, professional, and effective technical support and assistance to a wide range of customers/users.
• Demonstrated ability to support desktop hardware (compute and network).
• Excellent communication and customer relation skills.