What are the responsibilities and job description for the Desktop Support Analyst I position at AMERILIFE US, LLC?
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
The Desktop Support Analyst I is responsible for providing front-line technical support to end-users within the organization. This role focuses on troubleshooting basic hardware and software issues, assisting with Windows and Mac systems, and ensuring efficient operation of IT resources. The analyst will support a large user base, assist with routine system updates, maintain IT documentation, and collaborate with other IT teams to improve overall IT services. Strong communication skills, excellent customer service, and the ability to work in a fast-paced environment are essential.Job Description
Key Responsibilities
• Provide Tier 1 support for Windows and Mac systems, including basic installation, configuration, and troubleshooting.
• Assist end-users across multiple locations with resolving hardware, software, and network-related issues.
• Deploy, maintain, and support desktops, laptops, mobile devices, printers, and other peripherals.
• Provide support for common enterprise applications, including Microsoft 365 and VPN connectivity.
• Assist with user account management and password resets within Active Directory.
• Perform basic imaging and deployment of devices under the guidance of senior technicians.
• Troubleshoot simple network connectivity issues, including LAN, Wi-Fi, and VPN access.
• Document incidents, solutions, and processes accurately in the IT ticketing system.
• Provide guidance and support to end-users on basic IT systems and best practices.
• Participate in minor IT projects and hardware setups as needed.
Qualifications & Skills
Education & Experience:
• Associate degree in Information Technology (preferred) or equivalent experience.
• 0–2 years of IT support experience, preferably in a help desk or desktop support role.
Technical Skills:
• Basic knowledge of Windows (10/11) and macOS environments.
• Familiarity with Active Directory, Office 365, and basic enterprise tools.
• Exposure to ITSM ticketing systems (e.g., ServiceNow, Jira, or Remedy).
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with remote desktop tools and basic endpoint troubleshooting.
Soft Skills:
• Strong problem-solving skills with the ability to resolve simple issues independently.
• Clear verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize tasks, work effectively under supervision, and thrive in a fast-paced environment.
Why Join Us?
• Gain hands-on experience with modern technology in a supportive IT environment.
• Opportunity to build foundational IT skills and grow within the company.
• Join a team that values collaboration, learning, and excellent customer service.
