Associate, IT End User Services

Fortitude Re•Nashville, TN

About The Position

Fortitude Reinsurance Company Ltd. (Fortitude Re) is a leading provider of legacy reinsurance solutions, working with top insurance companies to execute comprehensive, transformational solutions for legacy Life & Annuity and P&C lines. The company manages a general account of approximately $111 billion and is backed by a consortium of sophisticated institutional investors led by The Carlyle Group and T&D Insurance Group. Incorporated in Bermuda in 2017, Fortitude Re's leadership team has extensive industry experience, averaging over 20 years, and a strong track record in successfully managing complex legacy liabilities. Their deep insurance experience and proprietary risk modeling capabilities allow them to structure bespoke transactions that benefit both insurance companies and their policyholders, supporting continued growth and innovative solutions for the global insurance industry. The Associate, IT Operations supports end users with more complex issues beyond the capabilities of L1 support, managing system monitoring, patching, and new technology rollouts. This role provides deeper troubleshooting for AVD, software, and networking issues, ensuring minimal downtime and efficient IT operations.

Requirements

3+ years of experience in an IT help desk environment, with a strong foundation in customer service excellence.
In-depth knowledge of Azure Virtual Desktop (AVD) and user management tools (e.g., AD, Office 365).
Experience with AWS (Amazon Web Services) is essential.
Experience with system monitoring tools and incident management processes.
Understanding of software deployment and patch management best practices.
Solid understanding of networking fundamentals (e.g., DNS, DHCP, IP configuration).
Knowledge of MDM solutions, including advanced device management configurations.
Ability to write clear and concise IT documentation.
Excellent troubleshooting, communication, and interpersonal skills.
Strong analytical and troubleshooting skills, capable of managing complex issues.
Ability to work under pressure and resolve escalated issues efficiently.

Nice To Haves

Previous experience with Okta and Jira is preferred but not mandatory.

Responsibilities

Provide advanced troubleshooting for Azure Virtual Desktop (AVD) issues, including user session management and configuration changes.
Handle complex user provisioning and access permissions, integrating with Active Directory and other identity management systems.
Conduct software installations and upgrades and manage patching schedules across user devices.
Troubleshoot MDM-related issues, including advanced configuration for Windows, macOS, and mobile devices.
Perform system and network monitoring to identify and address potential issues proactively.
Collaborate with L1 specialists to resolve escalated tickets and reduce time to resolution.
Participate in IT infrastructure upgrades and rollouts for new technologies.
Manage and troubleshoot email, Teams, and telephony services, ensuring consistent availability.

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