Desktop Support Analyst

Position Overview

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.

Key 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.
• Project Management: Provide hands-on support for technical projects such as office relocations, infrastructure upgrades, and new technology rollouts; collaborate with stakeholders to align support activities with overall business objectives; ensure projects are completed on time and within budget.
• Communication and Collaboration: Act as a liaison between regional offices and the larger Tech organization while partnering with the Org Change Management team; provide regular updates to management on 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.

Required Qualifications

• Education: Bachelor’s degree in Information Technology, Engineering, or a related field or comparable experience.
• Experience Required: At least 4 years of experience in hands-on technical support or a related discipline.
• Experience Required: 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.