Desktop Support Analyst III

4 weeks ago

Clearwater, United States AmeriLife Full time

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 a 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.
  • Implement and administer computer operating system environment.
  • Mentor Level 2 technicians regarding technology skills.
  • Ensure that all computers are secured effectively by maintaining software, OS, and antivirus updates are current.
  • Monitors alert systems and take appropriate action as per guidelines.
  • Serve as an escalation point for level 2 ServiceDesk members to resolve service requests requiring an enhanced response.
  • Provide in- house training of personnel on new system and general software use.
  • Maintain knowledge base of current technology and systems.
  • Support other activities within the organization as needed.
  • Ability to support and upgrade Mac OS devices and software packages via JAMF
  • Working knowledge of MS Intune and MECM for application deployment
  • Performs miscellaneous job-related duties as assigned.

Minimum Job Requirements

  • 6 years' experience in a related field or an equivalent combination of education and experience.
  • Experience supporting end users in a fast paced environment.
  • 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.

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