Sr Analyst, Technology Practitioner (Technology Operations)
About The Position
The Sr. Analyst, Technology Practioner (Technology Operations) role supports the Des Moines Tech Lounge teams, which provide hands-on technology support for walk-up issues, device troubleshooting, hardware break/fix, laptop replacement/setup, software support, and general associate guidance. The broader PCT model also supports virtual, queue-based, live chat, and proactive support work, requiring flexibility across in-person service and operational priorities. This is a high-visibility, customer-facing role for someone who enjoys solving problems directly for associates and improving their day-to-day technology experience. The Tech Lounge offers frequent opportunities to build relationships, represent Workplace Technology Support, and make an immediate, tangible impact. As a Technology Practitioner, you’ll perform a variety of technical services in support of applications and infrastructure. You will play a vital role in fulfillment of IT Service Management (ITSM) processes. You will collaborate with individuals/teams across many areas (e.g., Software Engineering, Security, Infrastructure Engineering etc.) and third-party vendors, to execute responsibilities and contribute recommendations based on operational observations, production and test performance/environments, end user needs/requirements, and/or issues.
Requirements
- Windows troubleshooting
- Microsoft 365/enterprise software support
- Hardware deployment and lifecycle support
- ServiceNow ticket discipline
- Strong customer service judgment
- Undergraduate studies in computer science, management information systems or a related field is preferred.
- Two or more years of technology experience developing and implementing a routine solution.
- One or more years of experience using basic levels of troubleshooting to fix a problem.
- Effective communication skills
- Knowledge of planning, management, and execution of Accelerated Solutions Deliver framework
- Information Security acumen
- Influencing, negotiating and priority setting is needed.
Nice To Haves
- Insurance/financial services industry knowledge is a plus.
- Technology certifications or designation are encouraged (i.e.: AWS, Azure, Scripting and Development Languages, Delivery Methods, Security).
Responsibilities
- Provide walk-up Tech Lounge support for hardware, software, login, and performance issues.
- Diagnose endpoint issues and determine whether to repair, reconfigure, replace, or re-deploy devices.
- Manage support work in queues with accurate notes, routing, SLA discipline, and closure practices.
- Support laptop setup/replacement, new hire setup, upgrades, Windows, Microsoft apps, and general tech guidance.
- Assist with queue coverage, identify recurring issues, and contribute to proactive service improvements.
- Performs work in adherence with IT Service Management best practices.
- Creates and maintains operational knowledge of platforms, technologies, and applications.
- Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
- Communicates status of issues/incidents (including business impact) by partnering with Incident Management and Resolution teams to allow for immediate response to service disruptions.
- Assists in research of end user issues with technology solutions.
- Executes Level II technical support for hardware and software application configuration, incident management processes, proactive/reactive monitoring, and knowledge management.
- Coordinates with Level III support to assist in mitigating of incidents and validation of change activities involving hardware and software.
- Provides on-site support as needed during Business Continuity and Catastrophic (CAT) related events (i.e., catastrophes), including all infrastructure support from cabling and facilities coordination to Network installation telecommunication and network support and other duties requested.
- Provides technical support to diagnose, analyze, research, and resolve complex technology issues for internal users.
- Acts as an advocate for end users on Level II technical support issues.
- May perform other responsibilities as assigned.
Benefits
- medical/dental/vision
- life insurance
- short and long term disability coverage
- paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date
- nine paid holidays
- 8 hours of Lifetime paid time off
- 8 hours of Unity Day paid time off
- 401(k) with company match
- company-paid pension plan
- business casual attire
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
