Desktop Analyst

Pan-American Life Insurance Group • Oak Brook, IL

9d • $18 - $26 • Hybrid

About The Position

Pan-American Life Insurance Group (PALIG) is seeking a Desktop Analyst who will be the initial point of contact for all technology service requests and problem resolution. This position must have strong customer service skills combined with a solid background in desktop operating systems and applications, networking infrastructure along with strong troubleshooting and problem-solving skills to be able to assist both technical and non-technical customers. This position will be based out of our Oak Brook, IL. office.

Requirements

• Associate's degree in computer science or related field, Bachelor's degree preferred.
• 1 year of desktop support experience preferred, but 2 years of experience may be substituted in lieu of degree.
• Strong working knowledge of the latest Microsoft Windows desktop Operating Systems and VMware View/Horizon virtual desktops.
• Well-developed interpersonal skills as demonstrated by the ability to interact and develop relationships with diverse audiences.
• Ability to manage competing priorities as well as several tasks and projects simultaneously.
• Proven self-starter with the demonstrated ability to learn new procedures and take ownership of assignments.
• Dependable and the ability to meet tight schedules and deadlines.
• Organized and logical with an attention to detail.
• Positive, creative and high-energy individual.
• Learning agility as demonstrated by ability to learn, understand and apply new technologies.
• Collaborate/Enjoys working in teams, as well as on own.
• Strong problem-solving skills, with the ability to take a vague non-technical description and carry forward to a solution.

Nice To Haves

• knowledge of Cisco phone setup and configuration
• Solid understanding of networking, Intune, Entra, Active Directory, TCP/IP, DHCP, DNS and Windows Server
• Knowledge of AV systems and mobile device support
• ITMS ticketing tool ServiceNow experience with basic knowledge of ITIL

Responsibilities

• Technical Point of Contact: Technical point of contact for all employees
• Demonstrate a friendly and helpful customer service attitude
• Resolve problems by clearly listening, researching, identifying root cause and recommending a solution. If resolution requires another IT group, coordinate to final resolution.
• Onboarding & Offboarding: Initiate and coordinate onboarding and off boarding process for employees and contingent workers (temporary / contractors)
• Setup, configure, deploy and support physical desktop/laptops, virtual desktops, phones, smartphones, tablets, 2 factor authentication and other mobile devices for new and existing employees
• Ticket Management: Maintain department standards for opening, updating, closing and escalating tickets in the Help Desk tracking system.
• Inventory Management: Maintain accurate hardware and software inventory of company assets, ensuring license compliance is strictly enforced.
• Account / Profile Management: Unlocking accounts
• Provide and remove access per approved ticket process

Benefits

• Competitive compensation package (base salary & bonus)
• Base hourly pay can range from $18.30 per hour to $25.70 per hour, dependent on experience.
• This role will be eligible for a 2% all employee bonus based upon annual base pay.
• Comprehensive benefits including medical, dental, 401(k), paid time off, and tuition reimbursement
• Medical and dental coverage available starting 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
• Number of Employees: 1,001-5,000 employees