Desktop Support Specialist

Tokio Marine HCC (TMHCC) brings 50 years of service to the specialty insurance industry, today offering over 100 products to commercial customers in 180 countries worldwide. Organic growth and over 60 successful acquisitions have grown our 2022 Gross Written Premium (GWP) to $5 Billion. Our workforce has grown to 4,300 worldwide … big, but not so big that you cannot make a difference. Our Good Company values, including integrity, empowerment, and commitment to customer service, and a culture of innovation, communication, and collaboration make TMHCC a great workplace.

TMHCC Stop Loss, a $2 billion division within TMHCC, leads the way in providing medical stop loss insurance sold to employers. Medical Stop Loss provides an added layer of insurance protection to employers who choose to self-fund their health benefit plans. Self-funding can incur risks from catastrophic claims, and Medical Stop Loss insurance from Tokio Marine HCC is designed to protect employers from that risk.

• This role is located onsite in Birmingham, AL*
  
  

Position Summary

The Desktop Support Specialist role supports the configuration, maintenance, and troubleshooting of workstations, applications, software, and access controls to meet business processing requirements for end users.

Key Responsibilities

• Frontline Technical Support: Diagnose, troubleshoot, and resolve technical hardware and software issues.
• Timely Response: Address inquiries professionally and promptly.
• Issue Escalation: Recognize and escalate high-complexity issues to the appropriate team.
• Collaboration: Interface with infrastructure, cybersecurity, and development teams.
• A/V Support: Ensure successful execution of corporate-wide A/V presentations and maintain A/V equipment.
• Trend Analysis: Identify trends and devise preventative solutions.
• Service Level Agreements (SLA): Execute support requests, tasks, and incidents via ServiceNow.
• Computer Builds and Deployment: Maintain a supply of computers with base images via SCCM and deploy them to end-users.
• Preventative Maintenance: Perform routine maintenance on managed hardware.
• Disaster Recovery: Provide IT support for disaster recovery and emergency situations.
• User Training: Create technical guides and provide basic user training.
• Knowledgebase Maintenance: Maintain support knowledgebase.
• Documentation: Record and document all requests or incidents in ServiceNow.
• Customer Service: Provide exceptional customer service by addressing user concerns, resolving issues efficiently, and ensuring a positive user experience.
• Communicate effectively with users to understand their needs and provide appropriate solutions. Follow up with users to ensure satisfaction and address any additional concerns.
  
  

Education, Experience & Knowledge

• 2 Year / Associate Degree Computer Science, a related field, or the equivalent education and/or experience
• 3 years Relevant and progressive professional experience in desktop support administration
• Prefer: ITIL Foundation V4
• In-office role in Birmingham, AL location
• Must have excellent troubleshooting skills and in-depth knowledge of multi-site, mixed-technology enterprise environments
• Experienced with the administration of Microsoft O365, Active Directory and Access Control Policies.
• Familiarity with basic networking concepts and technologies, including TCP/IP, and Wi-Fi.
• Sound working knowledge of remote support and remote access technologies.
• Solid telephony and contact center experience.
• Possess and have the ability to apply knowledge of principles, practices, and procedures.
• Self-starter with good written and verbal communication skills with the ability to pre-plan, coordinate, and prioritize.
• Advanced organizational and analytical skills; demonstrated ability to manage multiple tasks simultaneously
  
  

Tokio Marine offers a competitive salary and benefits package, including:

• Generous paid time off (PTO), 12 paid company holidays,
• 401(k) Retirement Plan with 6% company match.
• Health and dental insurance, and vision plan available.
• Company-provided long-term disability and life insurance.
• Opportunities for advancement in a successful and growing organization.
• Flexible work schedules and a great work/life balance.
• Paid Parental Leave.
• Volunteer Time Off.
• Enjoy casual dress and work in a modern, comfortable office with free parking.
• Hybrid work schedule
  
  

The Tokio Marine HCC Group of Companies offers a successful, dynamic organization experiencing rapid growth and are seeking energetic and confident individuals to join our team of professionals. The Tokio Marine HCC Group of Companies is an equal-opportunity employer. Please visit www.tmhcc.com for more information about our companies.

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