IT Operations Analyst

Milliman•New York, NY

2d•Hybrid

About The Position

The IT Practice Support Services (PSS) team at Milliman Global Corporate Services (GCS) is looking for a customer-focused IT Operations Analyst to join our global support team, working on-site at our Manhattan office four days a week. The person in this role will be the first point of contact for employees needing IT support: triaging tickets, resolving common issues, and building toward independent technical troubleshooting.

Requirements

Minimum 3 years of relevant experience.
Minimum 2 years' experience in desktop support or system administration, ideally supporting 100+ users.
Hands-on experience with Windows/macOS environments, Active Directory, and PowerShell scripting.
Working knowledge of endpoint management/client automation tools (e.g., SCCM) and ITSM platforms.
Team player with eagerness to learn and grow.
Clear, professional verbal and written communication; comfortable dealing with non-technical users.
Strong organizational habits — able to manage multiple requests without losing track of details.
Proven ability to independently diagnose and resolve advanced technical issues and collaborate with cross-functional IT teams.

Nice To Haves

Familiarity with macOS environment.

Responsibilities

Serve as the first point of contact for support requests via ticketing system, email, and chat.
Categorize and prioritize tickets by urgency and impact, and route them to the right team.
Communicate clearly with users to gather details, set expectations, and keep them informed.
Resolve common Level 1 issues — password resets, access requests, basic troubleshooting.
Configure and deploy Windows endpoints and peripherals.
Provide on-site and remote troubleshooting for applications, hardware, and account issues.
Support office systems: conference room AV, printers, and room-booking hardware.
Diagnose and resolve complex, escalated hardware, software, and system issues.
Administer Active Directory and use PowerShell for account/permissions management.
Apply patches and updates via our patch management platform; work with endpoint management tools (e.g., SCCM/Intune).
Support change control and annual audit processes, producing evidence that actions align with policy.
Maintain and review internal documentation and knowledge base articles.
Manage on-boarding/off-boarding: account creation and disabling, hardware deployment and recovery, coordinated with HR and Facilities.
Maintain inventory and asset management for hardware and software, including procurement of helpdesk supplies.
Participate in on-call rotation for after-hours/weekend support and contribute to enterprise-wide IT projects.

Benefits

Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners.
Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges.
401(k) Plan – Includes a company matching program and profit-sharing contributions.
Discretionary Bonus Program – Recognizing employee contributions.
Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses.
Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
Holidays – A minimum of 10 paid holidays per year.
Family Building Benefits – Includes adoption and fertility assistance.
Paid Parental Leave – 11 weeks of paid leave for employees who meet eligibility criteria.
Life Insurance & AD&D – 100% of premiums covered by Milliman.
Short-Term and Long-Term Disability – Fully paid by Milliman.