Technical Support Analyst

Position: JOB TITLE

About Us: Recognized as the trusted source for industry knowledge, LIMRA AND LOMA provides research, training, development, and networking solutions to financial services companies. In a rapidly changing marketplace, companies rely on us for our industry insight, practical solutions, and unwavering commitment to their success.

Why Join Us: Leading life insurance and financial services organizations around the world rely on our membership to make bottom-line decisions with greater confidence. They turn to us for:

• Research: Catalysts for new ideas, industry benchmarking, and strategic planning.
• Learning & Development: Programs to assess, train, and increase productivity, and develop future corporate leaders.
• Networking: Connections with industry leaders and peers through study groups, committees, and conferences.

Technical Support Analyst

Description

The Technical Support Analyst position supports LIMRA and LOMA’s entire user community across all locations with current and future technology. Successful candidates will possess effective analysis, problem resolution, and configuration skills, as well as strong interpersonal and communication skills. Candidates must be able to work semi-independently as well as work effectively on teams and demonstrate an energetic customer orientation and customer focus.

LIMRA and LOMA processes sensitive information on behalf of its members leading to a key responsibility of this position: Maintaining the protection of our computing environment. The ongoing adherence to policies and procedure represents an essential duty for the incumbent.

Responsibilities of the position include

‘The What’

• Contribute to effectively managing the protection of LIMRA and LOMA’s computing environment by adhering to documented standards and procedures.
• Work with the Infrastructure team and others to align with and understand LIMRA and LOMA’s overall technology vision and environment.
• Support LL LIMRA and LOMA’s entire user community (all levels of staff) across all LIMRA and LOMA office locations, as well as remote/home locations. Ensure user needs are met in a timeframe dictated by the customer.
• Create a high level of user satisfaction by demonstrating accurate and timely follow-up, strong technical expertise, and effective customer communication.
• Provide simple to moderately complex technical user support and one-on-one training to technology users.
• Install, set-up, configure, maintain, and troubleshoot desktop PCs, laptops, mobile devices, printers, related software, and peripherals, as directed by others.
• Perform routine bench and field repairs at defined frequencies or as needed.
• Document, maintain, upgrade, or replace hardware and software and order/receive replacements parts, as directed by others.
• Adhere to naming standards and labeling of all assets.
• Contribute to team efforts to evaluate and recommend PC solutions within and according to LIMRA and LOMA environment guidelines.
• Monitor and keep pace with new systems technology and participate in developing plans for future system requirements.
• Collaborate with other IT personnel/teams for escalation, knowledge transfer, and joint tasks; and to establish/complete standards, procedures, and projects.
• Contribute to continuous improvement efforts by seeking solutions to improve LIMRA and LOMA’s associates’ experience, to reduce the costs of ongoing support, and to strike a balance between a high level of security and giving our staff the flexibility to work effectively

‘The How’

• Adhere to and support LIMRA and LOMA policies and procedures.
• Demonstrate superior customer orientation and customer focus.
• Work effectively on a semi-independent basis (given direction by others) or as a team player – whichever role is required for various situations.
  • Complete individual work as assigned, on time.
  • When required, work with associates on a team to implement solutions.
• Seek out coaching and learning opportunities and pursue professional self-development.
• Contribute to LIMRA and LOMA’s enterprise continuous improvement effort
• Pursue operational excellence - look to learn from mistakes and successes. Share “lessons learned” with others. Motivate yourself to achieve high standards and continuously improve.

Qualifications

• Associate or bachelor’s degree preferably in a related technical field preferred or equivalent work experience.
• A and/or Windows MCP certification is a plus
• 1-3 years’ experience supporting geographically dispersed user communities on the Microsoft product stack, including: Windows 11, Office 365 Applications, and SharePoint online.
• 1-3 years’ experience with virtual meeting technology such as Webex, Teams or Zoom.
• 1-3 years’ experience with/proven understanding of application transport and network infrastructure (SSL/TLS, DNS, DHCP, FTP, HTTP, HTTPS, Microsoft Active Directory and Microsoft Entra) and their relationship to end-user applications.
• 1-3 years’ experience testing and installing Windows based software and peripherals.
• 1-3 years’ experience supporting end users with Windows based technologies.

• Superior customer service skills.
• Strong problem solving and analysis skills.
• Demonstrated ability to complete tasks within established timelines.
• Solid written and verbal communication skills.
• User technology training experience a plus.
• Experience working in a highly controlled and secure environment with SOC attestation a plus.

Join Us: If you are someone who values collaboration, continuous learning, and making meaningful contributions, we encourage you to apply and explore this opportunity at LIMRA AND LOMA.

LIMRA and LOMA are committed to fostering an inclusive workplace where individuals feel valued and empowered to contribute. We welcome people with unique perspectives and backgrounds, recognizing that a wide range of experiences strengthens our ability to help members navigate with confidence.

We are an Equal Opportunity employer and do not discriminate on the basis of race, ancestry, color, religion, sex, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, or any other basis protected by law.

This Employer Participates in E-Verify. See the E-Verify notices.

Este Empleador Participa en E-Verify. Ver el E-Verify avisos.