Technical Support Analyst

For more than a century, LIMRA and LOMA have served as the largest trade association supporting the insurance and related financial services industry. Today, we’re working with over 700 member companies around the world to help them understand industry trends, inform their strategies, develop their talent, and create solutions that advance the industry. Companies come to us because no other organization is in a better position to help them understand their customers, markets, distribution channels, and competitors. Leading life insurance and financial services organizations around the world rely on their membership for one simple reason – they can make bottom-line decisions with greater confidence.

As an employer, we believe that greatness is built from the inside out. It is created by individuals who share common goals, and who support and rely on one another to achieve them. Our core values (Integrity, Customer Focus, Adaptability, Respect and Excellence) guide us in how we treat, respond to and interact with our customers, and one another. We do our best to support our employees in making the most of their lives both inside and outside of work.

 

The Technical Support Analyst position supports LL Global’s entire user community across all locations with current and future technology. Successful candidates will possess effective analysis, problem resolution, and configuration skills, as well as strong interpersonal and communication skills. Candidates must be able to work semi-independently as well as work effectively on teams and demonstrate an energetic customer orientation and customer focus.

LL Global processes sensitive information on behalf of its members leading to a key responsibility of this position:  Maintaining the protection of our computing environment. The ongoing adherence to policies and procedure represents an essential duty for the incumbent.

*This position requires onsite presence 3 days weekly

Responsibilities of the position include

‘The What’

• Contribute to effectively managing the protection of LL Global’s computing environment by adhering to documented standards and procedures.
• Work with the Infrastructure team and others to align with and understand LL Global’s overall technology vision and environment.  
• Support LL Global’s entire user community (all levels of staff, including LL Global management) across all LL Global office locations, as well as remote/home locations.  Ensure user needs are met in a timeframe dictated by the customer.
• Create a high-level of user satisfaction by demonstrating accurate and timely follow-up, strong technical expertise, and effective customer communication.
• Provide simple to moderately complex technical user support and one-on-one training to technology users.
• Backup/restore PC and mobile device user profiles and data.
• Install, set-up, configure, maintain, and troubleshoot desktop PCs, laptops, mobile devices, printers, related software, and peripherals, as directed by others.
• Perform routine bench and field repairs at defined frequencies or as needed.
• Document, maintain, upgrade, or replace hardware and software and order/receive replacements parts, as directed by others.
• Adhere to naming standards and labeling of all assets.
• Contribute to team efforts to evaluate and recommend PC solutions within and according to LL Global environment guidelines.
• Monitor and keep pace with new systems technology and participate in developing plans for future system requirements.
• Collaborate with other IT personnel/teams for escalation, knowledge transfer, and joint tasks; and to establish/complete standards, procedures, and projects.
• Contribute to continuous improvement efforts by seeking solutions to improve LL Global end-users’ experience, to reduce the costs of ongoing support, and to strike a balance between a high level of security and giving our staff the flexibility to work effectively.

‘The How’

• Adhere to and support LL Global policies and procedures.
• Demonstrate superior customer orientation and customer focus.
• Work effectively on a semi-independent basis (given direction by others) or as a team player – whichever role is required for various situations.
  • Complete individual work as assigned, on time.
  • When required, work with associates on a team to implement solutions.
• Seek out coaching and learning opportunities. Pursue professional self-development.
• Contribute to LL Global’s enterprise continuous improvement effort
• Pursue operational excellence:  Look to learn from mistakes and successes. Share “lessons learned” with others. Motivate yourself to achieve high standards and continuously improve.

Qualifications

• Bachelors’ degree in computer science or a related technical field preferred or equivalent work experience.
• 1-3 years’ experience supporting geographically dispersed user communities on the Microsoft product stack, including: Windows 11, Office 365 Applications, and SharePoint online.
• 1-3 years’ experience with/proven understanding of the TCP/IP stack.
• 1-3 years’ experience supporting LAN and WAN networks with hosts running Windows 10.
• 1-3 years’ experience with/proven understanding of application transport and network infrastructure protocols (SSL/TLS, DNS, DHCP, FTP, HTTP, HTTPS, CIFS, LDAP, Microsoft AD and Microsoft Azure) and their relationship to end-user applications.
• 1-3 years’ experience testing and installing PC-based software and peripherals. 
• 1-3 years’ experience supporting end users with PC-based technologies.

•     A and Windows MCP certification preferred

•     Experience supporting

- Active Directory, Windows Server, and Exchange.

- Apple and Samsung smartphones and tablets

- Sophos Endpoint Protection

- Multi function print solutions

- Multi-factor authentication solutions

• Superior customer service skills.
• Strong problem solving and analysis skills.
• Demonstrated ability to complete tasks within established timelines.
• Solid written and verbal communication skills.
• Experience in a highly controlled and secured environment with SSAE18/SOC attestation a plus.
• User technology training experience a plus.

We are an Equal Opportunity employer and do not discriminate on the basis of race, ancestry, color, religion, sex, age, marital status, sexual orientation, national origin, medical condition, disability, veteran status, or any other basis protected by law.

This Employer Participates in E-Verify. See the E-Verify notices.

Este Empleador Participa en E-Verify. Ver el E-Verify avisos.