Technical Support Analyst at Amwins
11 North Water Street 32nd Floor Mobile, Alabama 36602Full-timeGroup Support TeamPosted 14 days ago
Apply with PipelineAbout the Role
<p><strong><span data-contrast="none">Introduction</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335551550":2,"335551620":2,"335557856":16777215,"335559740":240}"> </span></p>
<p><span data-contrast="none">The Technical Support Analyst provides 1st line IT support across the organization via the ServiceNow ITSM platform, email, phone and in-person walk-up cases. This role is a hybrid role with occasional work from home days and limited travel to our office locations across the US.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><span data-contrast="none">As a member of the IT support team, you will help ensure high quality support is provided to all users and departments within Amwins and that all incidents/problems are recorded and managed in the Service Desk system. You will escalate incidents requiring more advanced troubleshooting to the Technical Support Specialist or Engineer, and inform the Technical Support Manager of any incidents and/or problems (internal and external) that may impact the business.</span><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335557856":16777215,"335559740":240}"> </span></p>
<p><strong><span data-contrast="none">Responsibilities</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335551550":2,"335551620":2,"335557856":16777215,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Provide 1st line IT support to all users, ensuring a good level of support from initial incident acknowledgement through to resolution or escalation</span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Monitor the service desk platform, identify and set the priority level of requests/tickets received, and resolve standard issues or escalate to the appropriate team member where applicable</span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Provide basic in-house support to staff in relation to Microsoft Office programs and other supported bespoke software/applications as and when required. </span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Support the procurement of IT hardware, software, consumables and telecom equipment, in accordance with the corporate procurement policy and working alongside the IT Asset team</span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Report any incidents/service impact issues that could impact the business</span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Utilize the service desk system to effectively log the nature of support queries and prioritize support cases according to Service Level Agreements (SLAs)</span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">Promote the use of IT tools within the business, allowing staff to work more effectively. </span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="4" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="none">Actively build technical knowledge and skills through training, mentoring, and day-to-day experience, seeking guidance from other team members as needed.</span><span data-ccp-props="{"134233118":true,"201341983":0,"335557856":16777215,"335559738":120,"335559740":240}"> </span></li>
</ul>
<p><strong><span data-contrast="none">Knowledge/Skills/Qualifications</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335551550":2,"335551620":2,"335557856":16777215,"335559740":240}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Knowledge and background of IT helpdesk/support and working with technology</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Experience of working in an office, providing both in-person and remote support to staff</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Excellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertise</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">Experience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environment</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Customer-centric, with attention to detail</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">Ability to work on your own and within a team</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">Advanced knowledge of Microsoft Office 365, including Exchange, Intune and Entra</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="none">Knowledge and experience of Active Directory Users and Computers</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="none">Knowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issues</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="none">Maintain documentation of IT systems and procedures</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="none">Identify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supported</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="12" data-aria-level="1"><span data-contrast="none">Willingness to travel to other offices in the US as and when required</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="13" data-aria-level="1"><span data-contrast="none">Desired skills</span><span data-ccp-props="{"335559685":714,"335559739":120,"335559991":357}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="2"><span data-contrast="none">Demonstrated experience of Insurance industry</span><span data-ccp-props="{"335559739":120}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="2" data-aria-level="2"><span data-contrast="none">Project-based skills</span><span data-ccp-props="{"335559739":120}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="5" data-list-defn-props="{"335552541":1,"335559685":1440,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="3" data-aria-level="2"><span data-contrast="none">Experienced in “hands on” maintenance of hardware, including repairs</span><span data-ccp-props="{"335559739":120}"> </span></li>
</ul>
<p> <strong><span data-contrast="none">Supported Programs/Software/Applications</span></strong><span data-ccp-props="{"134233117":true,"134233118":true,"335551550":2,"335551620":2,"335557856":16777215}"> </span></p>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="none">Microsoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="none">Intune (Mobile Device Management)</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="none">Entra</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="none">SharePoint</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="none">Intune Company Portal</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="none">VPN (GlobalProtect)</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="none">ServiceNow ITSM platform</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="none">Windows OS (Windows 10, 11)</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="none">Citrix</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1"><span data-contrast="none">Kofax</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<ul>
<li data-leveltext="" data-font="Symbol" data-listid="6" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1"><span data-contrast="none">Parallels</span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></li>
</ul>
<p><span data-contrast="none"> </span><span data-ccp-props="{"134233117":true,"134233118":true,"335557856":16777215}"> </span></p>
<p><span data-ccp-props="{"134233117":true,"134233118":true,"201341983":0,"335551550":2,"335551620":2,"335557856":16777215,"335559740":240}"> </span></p><div class="content-conclusion"><p><strong>The Amwins Advantage: Benefits & Perks</strong></p>
<ul>
<li>Medical, Dental, Vision available your first day of employment</li>
<ul>
<li>Choice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employees</li>
</ul>
<li>Mental health support including:</li>
<ul>
<li>Virtual therapy</li>
<li>Digital coaching</li>
<li>24/7 EAP counseling</li>
</ul>
<li>Company-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance Program</li>
<li>Health Savings Account with company contributions </li>
<li>Health Care FSA, Dependent Care FSA, and Commuter <span data-markjs="true">Benefits</span></li>
<li>Parental Leave and Adoption Assistance</li>
<li>Voluntary coverage options:</li>
<ul>
<li>Life Insurance</li>
<li>Critical Illness</li>
<li>Accident</li>
<li>Identity Theft Protection</li>
</ul>
<li>Retiree medical <span data-markjs="true">benefits</span> available for Medicare-eligible retirees</li>
<li>401(k) with company match</li>
<li>Generous Paid Time Off and Company Holiday Schedule</li>
<li>Collaborative, continuing education focused work environment</li>
<li>Career advancement opportunities </li>
</ul></div>
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