Company Details

This role will reside within the Data Management and Analytics group of W.R. Berkley with a focus on the Excess & Surplus (E&S Tech) Segment. The ES Tech segment typically writes specialty business often referred to as “non-admitted” insurance utilizing a wholesale-broker. Excess and surplus lines of commercial insurance specialize in underwriting difficult-to-place moderate to high-risk commercial businesses looking for creative solutions to new and unusual complex risks. Lines of business include Commercial Casualty, Professional Liability, and Commercial Property.

Company URL: https://www.berkley.com/

The company is an equal opportunity employer.

Responsibilities

The Support Analyst is responsible for assisting the customers with the resolution of all second level support issues as they are received. S/he utilizes help desk call tracking and problem resolution software and thoroughly documents problem resolution. Key functions include but are not limited to:

• Review service tickets and identify opportunities for improvement.
• Project ownership.
• Interacting effectively as either a leader or as a member of a team and working collaboratively with other departments.
• Managing high priority, complex issues with a high sense of urgency.
• Queue Management and Trend Identification.
• Providing information systems technical support for routine customer issues.
• Raising information, bug and feature requests to the development team or senior support specialists.
• Identifying problems with information technology system operations and providing potential workarounds.
• On-call Rotation (PIC)

Qualifications

• BA/BS degree in Information Technology, Data Science or Computer Science preferred
• 5-7 years hardware and software desktop support experience
• Microsoft Certified Professional, A , and Net certifications are preferred
• Knowledge of PC/laptop hardware, Windows OS (XP; Windows 7); MS Office Products, Windows Server
• Working knowledge of Active Directory and AD group policies.
• Working knowledge of BATCH scripting or Windows Scripting Host or PowerShell.
• Familiarity with Citrix products (VDI, XenDesktop, Receiver).

Additional Company Details

We do not accept any unsolicited resumes from external recruiting agencies or firms. The company offers a competitive compensation plan and robust benefits package for full time regular employees. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.