Desktop Support Analyst

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

As a Desktop Support Analyst II, you’ll play a critical role in keeping our workforce connected and productive. You’ll provide hands-on and remote support for desktops, laptops, mobile devices, and peripherals, troubleshooting hardware and software issues in both Windows and macOS environments. This role is perfect for a tech-savvy professional who thrives on solving problems, delivering excellent customer service, and collaborating with IT teams to enhance system performance.

Job Description

Key Responsibilities 
• Provide Level I & II support, troubleshooting hardware, software, and connectivity issues for end-users. 
• Manage and resolve technical incidents and service requests through in-person, phone, and remote support. 
• Ensure timely resolution of issues, meeting SLAs and performance metrics. 
• Support deployments, moves, adds, and changes, ensuring smooth system rollouts. 
• Utilize imaging software like SCCM for system configuration and deployment. 
• Maintain and troubleshoot Windows, macOS, and peripheral devices to minimize downtime. 
• Assist remote employees with connectivity tools and remote access solutions. 
• Collaborate with service desk, network, and IT teams to resolve complex technical issues. 
• Apply software updates, patches, and security enhancements to maintain system integrity. 
• Deliver exceptional customer service, ensuring a seamless user experience. 
• Identify and suggest process improvements to enhance IT efficiency and user satisfaction. 
 
Qualifications & Skills 
 
Education & Experience: 
• Degree in Computer Information Technology (preferred) or equivalent experience. 
• 4+ years of IT support experience, preferably in an enterprise environment with 500+ users. 
 
Technical Skills: 
• Strong expertise in Windows and macOS operating systems. 
• Hands-on experience with PC hardware, software installation, and troubleshooting. 
• Familiarity with enterprise IT tools, remote troubleshooting, and network fundamentals. 
 
Soft Skills: 
• Problem-solving mindset with the ability to troubleshoot complex issues. 
• Excellent verbal and written communication skills, able to explain technical concepts to non-technical users. 
• Ability to prioritize tasks, manage time effectively, and work in a fast-paced environment. 
 
Why Join Us? 
• Work with cutting-edge technology in a collaborative IT environment. 
• Opportunity to expand your skill set and grow within the company. 
• Be part of a team that values innovation, problem-solving, and excellent service.