Alera Group

Compensation

Full Description

OVERVIEW Alera Group is looking for an IT Service Desk Analyst. We are seeking highly motivated colleagues who bring experience and enthusiasm to our team - joining us may be the perfect fit for you! Alera Group was founded in 2017 and has grown to become the 15th largest broker of US business. We are passionate about our clients' success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service. RESPONSIBILITIES As an IT Service Desk Analyst, you'll play a pivotal role in ensuring our technology ecosystem runs smoothly. From tackling escalated tickets to championing new initiatives, you'll lead by example, fostering a culture of excellence and teamwork. This role isn't just about fixing problems - it's about empowering our team to deliver top-notch support to our end users. • Provide first-level support for PCs, standard software/applications, various insurance management systems, network connectivity, and peripherals such as printers, while maintaining a high level of customer service and first call resolution • Utilize the company's ticket tracking system to document customer contacts, issues, and requests, ensuring accurate documentation, timely follow-up, appropriate escalation, and resolution • Perform support and maintenance onsite or remotely using basic troubleshooting skills, technical expertise, and the IT knowledge base • Share knowledge with customers and colleagues by submitting knowledge articles for publication • Adhere to workflow and service level expectations across teams to ensure timely resolution of issues; recognize the critical nature of business operations and strive to meet defined SLAs or provide acceptable workarounds • Provide on-call or after-hours support as needed (on a rotating schedule) • Support all Insurance Management Systems used by the company • Provide technical and procedural guidance to Level 1 IT Service Desk Analysts, acting as a subject matter expert and escalation resource • Maintain and update documentation for known issues and standard operating procedures (SOPs) • Seek and recommend ways to improve daily work processes to enhance quality, productivity, and customer service QUALIFICATIONS Required: • 2-4 years of relevant experience in a service desk, desktop support, or IT technician role • Proficiency in troubleshooting Windows operating systems, VDIs (Azure, AWS), Microsoft 365 apps, and standard desktop software • Experience supporting identity and access issues in Active Directory / Entra ID (Azure AD) • Familiarity with ticketing systems (e.g., ServiceNow) • Experience with remote support tools (e.g., SCCM, Intune, TeamViewer, BeyondTrust) • Strong communication and documentation skills Preferred: • Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft 365 Certified: Modern Desktop Administrator Associate • Experience with ServiceNow, SCCM, Intune, and Entra ID / Azure AD Conditional Access • Knowledge of ITIL-based service management practices ADDITIONAL INFORMATION This job is fully remote. Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more. Salary range is $70K to $90K per year. We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class. Alera Group is committed to protecting your privacy. Please review our Privacy Policy to understand what personal information we may collect and use as part of your application process. #LI-AM2 #LI-Remote #Nationwide Location Type Remote