Desktop Support Analyst III

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 This mid-level IT Support / Desktop Support Analyst role will be responsible for troubleshooting department computer network systems; installing software packages and system upgrades; and providing in-house training to department personnel on systems and software use. Job Description Job Specific Duties Collaborate with other information technology professionals on work assignments which have been recognized by IT management as having significantly greater complexity. Serve as a point of contact for customers seeking technical assistance over the phone, email & in-person. Provide troubleshooting, apply diagnostic techniques, and ask pertinent questions to ensure timely issue resolution. Analyze, resolve, respond to and document end user inquiries in a formal ticket system. Assist with systems administration as directed. Implement and administer computer operating system environment. Mentor Level 2 technicians regarding technology skills. Ensure that all computers are secured effectively by maintaining software, OS, and antivirus updates are current. Monitors alert systems and take appropriate action as per guidelines. Serve as an escalation point for level 2 ServiceDesk members to resolve service requests requiring an enhanced response. Provide in- house training of personnel on new system and general software use. Maintain knowledge base of current technology and systems. Support other activities within the organization as needed. Ability to support and upgrade Mac OS devices and software packages via JAMF Working knowledge of MS Intune and MECM for application deployment Performs miscellaneous job-related duties as assigned. Minimum Job Requirements 6 years’ experience in a related field or an equivalent combination of education and experience. Experience supporting end users in a fast paced environment. Ability to lift and carry up to 50 pounds of equipment for short distances. Knowledge Skills, and Abilities Exceptional customer service skills, able to deliver courteous, professional, and effective technical support and assistance to a wide range of customers/users. Demonstrated ability to support desktop hardware (compute and network). Excellent communication and customer relation skills. What AmeriLife Offers A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance. Equal Employment Opportunity Statement We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive. Americans with Disabilities Act (ADA) Statement We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at [email protected]. Pay Transparency Statement We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request. Background Screening Statement Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond. About Us Since 1971, AmeriLife has served the needs of its clients. Today, we are a national leader in the development, marketing and distribution of annuity, life and health insurance solutions, with more than 1,000 associates across the country. AmeriLife partners with leading carriers to support consumers’ financial-wellness goals. Our Mission AmeriLife offers insurance and retirement solutions to provide peace of mind and help people live longer, healthier lives. Our Values AmeriLife practices five core values at all levels of the organization: Honesty – We deal truthfully with all of our clients Integrity – We always do what is right for our clients Accountability – We put our clients’ needs first by taking take ownership of our actions Excellence – We do more than our jobs by going the extra mile for our clients Courage – We stand up for what is right

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