Service Desk Analyst II

Are you looking for your next opportunity?

Sompo has a unique opportunity for a Service Desk Analyst II in our End User Support Services Desktop team.

As a Service Desk Analyst II, you will be responsible for working tickets assigned from our ITSM tool (Incidents & Service Requests). Tasks may include installing, relocating, maintaining, and supporting end user computing hardware and software such as monitors printers, VOIP phones and support software such as PC, mobile devices, printers, telephones, productivity tools (MS office suite) and unified communications (Webex).

Location: This position will be based out of our Morristown, NJ office. We strive for collaboration which is why we offer a work environment where our employees thrive and develop long lasting careers.

Our business, your impact, our opportunity

What You’ll Be Doing

• Provide second line of support for tickets routed from the ITSM tool or level one (Global Helpdesk) to resolve problems for Information Technology products, services and applications
• Monitor and manage tickets, Resolving Incidents and Fulfilling Service Requests
• Analyze moderate to complex issues and take action to resolve, or route tickets to other IT resolver teams when necessary
• Build the Pre-stage, Image and Install PC’s (Desktops and Laptops) and related hardware and software
• Troubleshoot and resolve end user hardware & software problems
• Provide expert level support in troubleshooting desktop peripherals in the environment (mobile devices (iPhones/Androids, peripherals, etc.)
• Process requests i.e. user provisioning, video conference setup, support, and other requests
• Create/Review/Retire documentation: Standard Operating Procedures and Processes for use by GHD and IT desktop support teams and IT end user training content
• Provide support to clients on software and hardware platforms
• Provide support to facilitate/moderate, with host/schedulers, Webex Events/Webinars
• Interface with vendors for service of PCs and related hardware
• Escalate complex issues as defined in standard operating procedures
  
  

What You’ll Bring

• 4 years in a Service Desk Analyst role
• Experience with MS Windows 10, Office 365
• Active Directory & Microsoft Exchange/Outlook
• Experience with Anti-virus software, (esp. CrowdStrike)
• Knowledge of build technologies such as SCCM, Nomad
• Understanding of packaging languages such as Install Shield and Wise Packaging Tools
• Mobile device management & support using Microsoft InTune (iPhone, Android, etc)
• Remote access technologies (VPN, Azure Virtual Desktop)
• Strong written & oral communication skills
• Knowledge of enterprise workstation (Desktop & Laptop) technologies
• Experience with on-boarding, off-boarding; Installs/Moves/Adds/Changes
• Webex Experience
• Relevant degree or certification(s) preferred or equivalent experience
  
  

Salary Range: $65,000 – $85,000 Actual compensation for this role will depend on several factors including the cost of living associated with your work location, your qualifications, skills, competencies, and relevant experience.

At Sompo, we recognize that the talent, skills, and commitment of our employees drive our success. This is why we offer competitive, high-quality compensation and benefit programs to eligible employees.

Our compensation program is built on a foundation that promotes a pay-for-performance culture, resulting in higher incentive awards, on average, when the Company does well and lower incentive awards when the Company underperforms. The total compensation opportunity for all regular, full-time employees is a combination of base salary and incentives that gets adjusted upfront based on overall Company performance with final awards based on individual performance.

Summary

We continuously evaluate and update our benefit programs to ensure that our plans remain competitive and meet the needs of our employees and their dependents. Below is a summary of our current comprehensive U.S. benefit programs:

• Two medical plans to choose from, including a Traditional PPO & a Consumer Driven Health Plan with a Health Savings account providing a competitive employer contribution
• Pharmacy benefits with mail order options
• Dental benefits including orthodontia benefits for adults and children
• Vision benefits
• Health Care & Dependent Care Flexible Spending Accounts
• Company-paid Life & AD&D benefits, including the option to purchase Supplemental life coverage for employee, spouse & children
• Company-paid Disability benefits with very competitive salary continuation payments
• 401(k) Retirement Savings Plan with competitive employer contributions
• Competitive paid-time-off programs, including company-paid holidays
• Competitive Parental Leave Benefits & Adoption Assistance program
• Employee Assistance Program
• Tax-Free Commuter Benefit
• Tuition Reimbursement & Professional Qualification benefits
  
  

In today’s world, what do we stand for?

Ethics and integrity are the foundation of delivering on our commitment to you. We believe that core values drive success, and that when relationships are held in the highest regard, there is nothing that cannot be accomplished. At Sompo, our ring is more than a logo, it is a symbol of our promise. Click here to learn more about life at Sompo.

Sompo is an equal opportunity employer and we intentionally value inclusion and diversity. Above all, we want you to work in an environment that respects everyone’s unique contributions – we are passionately committed to equal opportunities. We do not discriminate based on race, color, religion, sex orientation, national origin, or age.