Desktop Support Analyst
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.