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 Job Description IT Support - Desktop Support Analyst - Level 1 Job Summary Responsible 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 Specific Duties Process Level I team incidents and service requests. Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs Comply with standard processes and procedures Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams Maintain commitment to continuous process improvement Interact closely with customers to understand their needs and / or requirements Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests Able to coordinate with geographically dispersed teams to achieve results Assist in troubleshooting team related issues Make complex ideas or situations clear, simple, and/or understandable Ensure deployment of PCs (adds, moves, changes) Provide hands-on and remote support to end-users Work effectively with PC imaging software such as SCCM Ensure deployment, management, and support of PCs, peripherals, and mobile devices Maintain working knowledge of remote connectivity software Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software Ensure incident resolution of desktop related issues Coordinate activities with service desk, network services, or other IT teams Provide input and assist in testing and selection of future technologies and devices Apply software patches and upgrades Minimum Job Requirements Degree in Computer Information Technology preferred 1- 2 years’ experience in related field; or an equivalent combination of education and experience. Preferred experience supporting end user base of 500 employees Working knowledge in: Personal computer technology; Computer equipment; Application software and personal computer operating systems; Windows and general word processing and spreadsheet applications Working knowledge in: Installing 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 issues Working Skill in: Designing and preparing various reports as required Planning, organizing, and prioritizing assigned projects Establishing time schedules Knowledge Skills, and Abilities Superior customer service Excellent listening skills, as well as written and verbal communication skills Exceptional time and project management Ability to work across cross-functional teams and coordinating complex projects Strong reporting and follow-up skills, with the ability to multi-task and prioritize Ability to innovate and problem-solve Thrives in a fast-paced environment About Us Since 1971, AmeriLife has served the needs of its clients. Today, we are a national leader in the development, marketing and distribution of annuity, life and health insurance solutions, with more than 1,000 associates across the country. AmeriLife partners with leading carriers to support consumers’ financial-wellness goals. Our Mission AmeriLife offers insurance and retirement solutions to provide peace of mind and help people live longer, healthier lives. Our Values AmeriLife practices five core values at all levels of the organization: Honesty – We deal truthfully with all of our clients Integrity – We always do what is right for our clients Accountability – We put our clients’ needs first by taking take ownership of our actions Excellence – We do more than our jobs by going the extra mile for our clients Courage – We stand up for what is right