Desktop Analyst 1

Pan-American Life Insurance Company • New Orleans, LA

5d • Hybrid

About The Position

Pan-American Life Insurance Group (PALIG) is seeking a Desktop Analyst I to join our IT Infrastructure team. This role serves as the initial point of contact for technology service requests and problem resolution across the organization. The Desktop Analyst I must demonstrate strong customer service skills combined with a solid technical foundation in desktop operating systems, applications, networking infrastructure, and troubleshooting. This position supports both technical and non-technical users in a dynamic, service-oriented environment.

Requirements

• Associate's or Bachelor’s degree in Computer Science or a related field, or an additional two (2) years of relevant experience in lieu of a degree
• 0–1 year of desktop support experience
• Strong working knowledge of current Microsoft Windows desktop operating systems
• Experience supporting VMware View/Horizon virtual desktops

Nice To Haves

• Knowledge of VMware View/Horizon virtual desktops, Cisco phone setup and configuration, networking fundamentals (TCP/IP, DHCP, DNS), Intune, Microsoft Entra, Active Directory, Windows Server, AV systems, and mobile device support
• Experience with IT Service Management (ITSM) tools such as ServiceNow
• Basic understanding of ITIL processes
• Relevant certifications including Microsoft Certified Professional (MCP), Microsoft Certified Desktop Support Technician (MCDST), CompTIA A+, or HDI Desktop Support Technician (HDI-DST)

Responsibilities

• Serve as the primary technical point of contact for PALIG employees
• Demonstrate a friendly, professional, and helpful customer service approach
• Resolve technical issues by actively listening, researching, identifying root causes, and recommending solutions
• Coordinate with other IT teams when escalation is required and follow through to final resolution
• Initiate and coordinate onboarding and offboarding processes for employees and contingent workers
• Set up, configure, deploy, and support physical desktop and laptops, virtual desktops, phones, smartphones, tablets, two-factor authentication, and other mobile devices
• Adhere to departmental standards for opening, updating, escalating, and closing tickets within the Help Desk ticketing system
• Maintain accurate hardware and software inventory records for company assets
• Ensure strict enforcement of software licensing compliance
• Unlock user accounts as needed
• Provision and remove system access in accordance with approved ticket and security processes

Benefits

• Competitive compensation package including base salary and bonus eligibility
• Comprehensive benefits package including medical and dental insurance, 401(k) retirement plan, paid time off, and tuition reimbursement
• Medical and dental coverage effective the first of the month following 30 days of service
• Hybrid work opportunities

What This Job Offers

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