AmeriLife
Desktop Support Analyst II
AmeriLife, Clearwater, Florida, United States, 34623
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 SummaryResponsible 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 DutiesProcess Level I and II team incidents and service requestsMonitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAsComply with standard processes and proceduresMaintain strong customer service focus and a desire to successfully interact with end-users and peer teamsRely on experience and judgment to plan and accomplish goalsMaintain commitment to continuous process improvementInteract closely with customers to understand their needs and / or requirementsTroubleshoot and resolve tickets within SLAs, related to operations and end-user requestsAble to coordinate with geographically dispersed teams to achieve resultsAssist in troubleshooting team related issuesMake complex ideas or situations clear, simple, and/or understandableEnsure deployment of PCs (adds, moves, changes)Provide hands-on and remote support to end-usersWork effectively with PC imaging software such as SCCMEnsure deployment, management, and support of PCs, peripherals, and mobile devicesMaintain working knowledge of remote connectivity softwareAnalyze, troubleshoot and repair a wide variety of PC problems related to hardware and softwareEnsure incident resolution of desktop related issuesCoordinate activities with service desk, network services, or other IT teamsProvide input and assist in testing and selection of future technologies and devicesApply software patches and upgradesQualifications:
Minimum Job Requirements
Degree in Computer Information Technology preferred4+ years' experience in related field; or an equivalent combination of education and experience.Preferred experience supporting end user base of 500+ employeeWorking knowledge in:
Personal computer technology;Computer equipment;Application software and personal computer operating systems;Windows and general word processing and spreadsheet applicationsInstalling 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 issuesWorking Skill in:
Designing and preparing various reports as requiredPlanning, organizing, and prioritizing assigned projectsEstablishing time schedulesKnowledge Skills, and Abilities
Superior customer serviceExcellent listening skills, as well as written and verbal communication skillsExceptional time and project managementAbility to work across cross-functional teams and coordinating complex projectsStrong reporting and follow-up skills, with the ability to multi-task and prioritizeAbility to innovate and problem-solveThrives in a fast-paced environment
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 SummaryResponsible 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 DutiesProcess Level I and II team incidents and service requestsMonitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAsComply with standard processes and proceduresMaintain strong customer service focus and a desire to successfully interact with end-users and peer teamsRely on experience and judgment to plan and accomplish goalsMaintain commitment to continuous process improvementInteract closely with customers to understand their needs and / or requirementsTroubleshoot and resolve tickets within SLAs, related to operations and end-user requestsAble to coordinate with geographically dispersed teams to achieve resultsAssist in troubleshooting team related issuesMake complex ideas or situations clear, simple, and/or understandableEnsure deployment of PCs (adds, moves, changes)Provide hands-on and remote support to end-usersWork effectively with PC imaging software such as SCCMEnsure deployment, management, and support of PCs, peripherals, and mobile devicesMaintain working knowledge of remote connectivity softwareAnalyze, troubleshoot and repair a wide variety of PC problems related to hardware and softwareEnsure incident resolution of desktop related issuesCoordinate activities with service desk, network services, or other IT teamsProvide input and assist in testing and selection of future technologies and devicesApply software patches and upgradesQualifications:
Minimum Job Requirements
Degree in Computer Information Technology preferred4+ years' experience in related field; or an equivalent combination of education and experience.Preferred experience supporting end user base of 500+ employeeWorking knowledge in:
Personal computer technology;Computer equipment;Application software and personal computer operating systems;Windows and general word processing and spreadsheet applicationsInstalling 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 issuesWorking Skill in:
Designing and preparing various reports as requiredPlanning, organizing, and prioritizing assigned projectsEstablishing time schedulesKnowledge Skills, and Abilities
Superior customer serviceExcellent listening skills, as well as written and verbal communication skillsExceptional time and project managementAbility to work across cross-functional teams and coordinating complex projectsStrong reporting and follow-up skills, with the ability to multi-task and prioritizeAbility to innovate and problem-solveThrives in a fast-paced environment