Help Desk Analyst

AmeriLife•Clearwater, FL

About The Position

The Help Desk Analyst I supports internal and external agents using online platforms and setting up mobile devices. Support includes email configuration, two-factor authentication, password resets, account setup, troubleshooting, and identifying issues that need escalation. The role also provides administration and end-user support for AmeriLife’s agent platforms and devices.

Requirements

Proficiency with web browsers and settings across multiple devices.
Exceptional customer service skills and the ability to provide effective technical support to a wide range of customers and users.
Excellent communication and customer relations skills.
Troubleshooting skills for PCs and iOS devices.
Experience with Apple iOS setup and deployment.
Knowledge of Mobile Device Management (MDM) software.
Knowledge of the VUE platform.
A positive, can-do attitude.

Responsibilities

Set up and support iPad iOS devices.
Set up and support Microsoft Surface tablets.
Set up Microsoft accounts for end users, including assistance with multifactor authentication, password resets, Microsoft Authenticator, and Outlook mobile apps on webmail, Android, and iOS.
Provide administration support for the AgentXcelerator online agent platform, including helping end users complete e-contracting, navigate the site, run query searches, and troubleshoot issues.
Administer the VUE platform for user account setup and activation.
Troubleshoot issues and identify problems for escalation.
Provide courteous, professional, and effective technical support to a wide range of customers and users.