Desktop Support Analyst II

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

Responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. Troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access. Provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff.

Job Description

Job Duties

• Process Level I and II team incidents and service requests
• Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
• Comply with standard processes and procedures
• Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams
• Rely on experience and judgment to plan and accomplish goals
• Maintain commitment to continuous process improvement
• Interact closely with customers to understand their needs and / or requirements
• Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests
• Able to coordinate with geographically dispersed teams to achieve results
• Assist in troubleshooting team related issues
• Make complex ideas or situations clear, simple, and/or understandable
• Ensure deployment of PCs (adds, moves, changes)
• Provide hands-on and remote support to end-users
• Work effectively with PC imaging software such as SCCM
• Ensure deployment, management, and support of PCs, peripherals, and mobile devices
• Maintain working knowledge of remote connectivity software
• Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software
• Ensure incident resolution of desktop related issues
• Coordinate activities with service desk, network services, or other IT teams
• Provide input and assist in testing and selection of future technologies and devices
• Apply software patches and upgrades
  
  
  

Qualifications:

Minimum Job Requirements

• Degree in Computer Information Technology preferred
• 4+ years’ experience in related field; or an equivalent combination of education and experience.
• Preferred experience supporting end user base of 500+ employee
  
  
  

Working knowledge in:

• Personal computer technology;
• Computer equipment;
• Application software and personal computer operating systems;
• Windows and general word processing and spreadsheet applications
• Installing and maintaining PC hardware and software, telephones, wireless systems, and website.
  
  
  

Considerable skill in:

• Communicating with technical and non-technical individuals concerning computer systems and software issues
  
  
  

Working Skill in:

• Designing and preparing various reports as required
• Planning, organizing, and prioritizing assigned projects
• Establishing time schedules
  
  
  

Knowledge Skills, And Abilities

• Superior customer service
• Excellent listening skills, as well as written and verbal communication skills
• Exceptional time and project management
• Ability to work across cross-functional teams and coordinating complex projects
• Strong reporting and follow-up skills, with the ability to multi-task and prioritize
• Ability to innovate and problem-solve
• Thrives in a fast-paced environment