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

The Desktop Support Analyst III is responsible for providing advanced technical support to end-users across an enterprise environment. This role involves troubleshooting complex hardware and software issues, managing Windows and Mac systems, and ensuring optimal performance of IT resources. The analyst will support 4,000 users, assist with system upgrades, maintain IT documentation, and collaborate with other IT teams to enhance overall technology operations. Additionally, the role includes mentoring junior support staff, implementing security best practices, and contributing to IT projects such as deployments and migrations. Strong problem-solving skills, excellent customer service, and the ability to work in a fast-paced environment are essential.

Job Description

Key Responsibilities
• Provide Tier 2 and Tier 3 support for Windows and Mac systems, including installation, configuration, and troubleshooting.
• Support end-users across multiple locations, ensuring prompt resolution of hardware, software, and network issues.
• Deploy, maintain, and upgrade desktops, laptops, mobile devices, printers, and other peripherals.
• Manage and support enterprise applications, including Microsoft 365, VPN, endpoint security, and collaboration tools.
• Work with Active Directory, group policies, and user account management.
• Assist with imaging, deployment, and lifecycle management of devices using tools like SCCM, Intune, or JAMF.
• Troubleshoot network connectivity issues, including LAN, Wi-Fi, and VPN access.
• Maintain detailed documentation of incidents, solutions, and standard operating procedures.
• Train and guide junior analysts and end-users on best practices for IT systems and security.
• Participate in IT projects, including system upgrades, migrations, and hardware rollouts.

Qualifications & Skills

Education & Experience:
• Degree in Computer Information Technology (preferred) or equivalent experience.
• 5 years of IT support experience, preferably in an enterprise environment with 500 users.

Technical Skills:
• Strong knowledge of Windows (10/11) and macOS environments.
• Experience with Active Directory, Office 365, and enterprise management tools.
• Familiarity with ITSM ticketing systems (e.g., ServiceNow, Jira, or Remedy).
• Understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience with remote desktop tools and endpoint management solutions.

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.