Analyst, Technology Services Advisor (Build Center)

Nationwide • Columbus, OH

1d • $55,700 - $83,500 • Onsite

About The Position

This position offers a 100% on-site opportunity in a collaborative team environment supporting the technology needs of our internal users. The successful candidate will play a key role in device deployment, hardware support, inventory management, and ticket fulfillment while delivering an exceptional customer experience.

As a Technology Services Analyst, you will support and maintain applications, personal computing equipment, and infrastructure across all environments while delivering a variety of technical services in support of both. This role also plays a vital part in fulfilling IT Service Management (ITSM) processes.

Using technical knowledge and tools, you will resolve agent and internal customer equipment and application issues in a timely, efficient manner. The role also partners with teams across technology to execute corrective actions and advocate for associates and agents.

Requirements

• One year or less of technology experience including some experience using basic levels of troubleshooting to fix a problem.
• Good communication skills, execution of the Accelerated Solutions Delivery framework, Information Security acumen and priority setting are preferred.
• Insurance/financial services industry knowledge is a plus.

Nice To Haves

• ServiceNow ticket management and SLA-driven support environments
• PC diagnostics, hardware testing, repair, and refurbishment
• BIOS administration, including security settings, firmware updates, boot media creation, and drive sanitization
• PC configuration, operating system deployment, and software installation
• Technology asset and inventory management
• Secure packaging and shipment of computers and accessories
• Creation and maintenance of technical and procedural documentation
• Undergraduate studies in computer science, management information systems or a related field are preferred.
• Technology certifications or designations are not required, but encouraged (i.e., AWS, Azure, scripting and development languages, delivery methods, security).

Responsibilities

• Serves as the first point of contact for associates and independent agents seeking technical assistance.
• Performs level 1 technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
• Documents, prioritizes, and escalates associate and agent issues that require handling by level 2 technology partners, ensuring level 2 teams have proper data to investigate and resolve user issues in a timely manner.
• Identifies and communicates immediate technology issue and incident trends that have the potential to cause large-scale service interruptions, allowing for timely Technology response.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Identifies high volume issues requiring root cause analysis from technology business partners to improve customer experience.
• Acts as a customer advocate within Technology when level 2 incident responses are rejected by associates or independent agents.
• Identifies and provides feedback on missing or incorrect knowledge articles to improve the documentation relied upon to assist associates and agents. This includes identifying solutions that can be converted to end user documentation, allowing the customer to find and administer self-help instructions.
• Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide’s Hardware Assets, including Personal Computers (PC), monitors, and related items; such as data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and disposal of Nationwide’s equipment.
• Responsible for inventory management and forecasting for PC peripherals (keyboards, mice, headsets, cameras, monitors) as well as logistics and fulfillment.
• May perform other responsibilities as assigned.

Benefits

• medical/dental/vision
• life insurance
• short and long term disability coverage
• paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
• nine paid holidays
• 8 hours of Lifetime paid time off
• 8 hours of Unity Day paid time off
• 401(k) with company match
• company-paid pension plan
• business casual attire

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree