Pan-American Life Insurance Group

Compensation

Full Description

About the position Pan-American Life Insurance Group (PALIG) is seeking a Desktop Analyst who will be the initial point of contact for all technology service requests and problem resolution. This position must have strong customer service skills combined with a solid background in desktop operating systems and applications, networking infrastructure along with strong troubleshooting and problem-solving skills to be able to assist both technical and non-technical customers. This position will be based out of our Oak Brook, IL. office. Responsibilities • Technical Point of Contact: Technical point of contact for all employees • Demonstrate a friendly and helpful customer service attitude • Resolve problems by clearly listening, researching, identifying root cause and recommending a solution. If resolution requires another IT group, coordinate to final resolution. • Onboarding & Offboarding: Initiate and coordinate onboarding and off boarding process for employees and contingent workers (temporary / contractors) • Setup, configure, deploy and support physical desktop/laptops, virtual desktops, phones, smartphones, tablets, 2 factor authentication and other mobile devices for new and existing employees • Ticket Management: Maintain department standards for opening, updating, closing and escalating tickets in the Help Desk tracking system. • Inventory Management: Maintain accurate hardware and software inventory of company assets, ensuring license compliance is strictly enforced. • Account / Profile Management: Unlocking accounts • Provide and remove access per approved ticket process Requirements • Associate's degree in computer science or related field, Bachelor's degree preferred. • 1 year of desktop support experience preferred, but 2 years of experience may be substituted in lieu of degree. • Strong working knowledge of the latest Microsoft Windows desktop Operating Systems and VMware View/Horizon virtual desktops. • Well-developed interpersonal skills as demonstrated by the ability to interact and develop relationships with diverse audiences. • Ability to manage competing priorities as well as several tasks and projects simultaneously. • Proven self-starter with the demonstrated ability to learn new procedures and take ownership of assignments. • Dependable and the ability to meet tight schedules and deadlines. • Organized and logical with an attention to detail. • Positive, creative and high-energy individual. • Learning agility as demonstrated by ability to learn, understand and apply new technologies. • Collaborate/Enjoys working in teams, as well as on own. • Strong problem-solving skills, with the ability to take a vague non-technical description and carry forward to a solution. Nice-to-haves • knowledge of Cisco phone setup and configuration • Solid understanding of networking, Intune, Entra, Active Directory, TCP/IP, DHCP, DNS and Windows Server • Knowledge of AV systems and mobile device support • ITMS ticketing tool ServiceNow experience with basic knowledge of ITIL Benefits • Competitive compensation package (base salary & bonus) • Base hourly pay can range from \$18.30 per hour to \$25.70 per hour, dependent on experience. • This role will be eligible for a 2% all employee bonus based upon annual base pay. • Comprehensive benefits including medical, dental, 401(k), paid time off, and tuition reimbursement • Medical and dental coverage available starting the first of the month following 30 days of service • Hybrid work opportunities