IT Service Desk Analyst Level II - Orlando - Hannover RE

Description

Hannover Life Reassurance Company of America (Hannover Re) is currently seeking talented candidates for our open IT Service Desk Analyst Level II position. This is a Full-Time role within the IT - Service Delivery department. Please see below for more information regarding the essential functions of this position, required qualifications, and how to apply.
You can look forward to
Job Summary:
Provides higher level IT support to remote (work-from-home), local, and remote offices workers. The Service Desk takes calls/emails, incidents directly from Hannover Re users and ensures all IT issues are resolved in a timely manner. Works directly, as part of a global service desk team, to provide technical advice and guidance to end users. Conducts appropriate user training for all corporate provided IT devices (VDI, laptops & mobile devices) and Group IT software so users have the IT resources needed to perform their work effectively. Solves infrequently occurring problems based on existing precedents or procedures. Completes work with limited degree of supervision while supporting Group and local IT initiatives but receives direction from managers and more experienced engineers. This role will be required to report into the Orlando office at least 1-2 days per week.
Essential Functions:

• Group IT Service Support (50%)
  Provides next level support of Group Level IT services by responding to voice calls, e-mails, tickets, and face-to-face user inquiries. Ensures a timely processing of all incidents or problems tickets relating to Group services (e.g., MS Teams, e-mail, file services and internet related functions., etc.). Focuses more on resolving Group IT incidents. The Service Desk is responsible for supporting all IT services provided to the Hannover offices located in the AMERICA's. Utilizing our Group Service Now ticketing system, accurately records and resolves service desk calls in a timely manner. Adheres to published Group workflows, procedures, and audit standards.
  Adequately documents solutions in our Service Now central knowledge base to expedite future issue resolution times. Coordinates the solution of incidents with Group level support teams at different locations. Collaborates closely with Group Service Desk and Engineering to ensure rapid resolution of issues and timely knowledge sharing.
• End-User Support (30%)
  Accepts, verifies, and completes activities related to user generated incidents or requests. Accurately documents all service requests from fulfillment workflows (pre-configured but also manually created). Provides user education and training as required and perform new hire onboardings to ensure new employees are comfortable with Hannover's technology portfolio. Actively tracks and communicates with the users during the ticket resolution process. Provides hands-on troubleshooting /support of Hannover and 3rd party provided IT services or software. Creates, reviews and updates documentation related to all IMACD processes to ensure standardization and repeatability. Acts as a Service Desk escalation point for resolving Cloud and hosted server and VDI issues as required. Provides direction to Service Desk Analyst-Level I
• Remote & Local User Support (20%)
  Completes the day-to-day maintenance and configuration; including all IMAC related activities, of all company provided devices /equipment (e.g., workstations, laptops, printers, and mobile devices). Will image and configure computer devices as required. Be prepared to ship or retrieve company devices from remote and office-based employee's or consultants. Assists with asset management to ensure all IT related hardware is accurately recorded, issued, and recovered.
  Assists in asset management process to ensure all IT related hardware is accurately recorded. Explains day-to-day IT information to users and his team as needed.
You come equipped with
Competencies:
• Customer Focused
• Persuades
• Communicates Effectively
• Nimble Learning
• Collaborative
Essential knowledge skills and abilities:
• Bachelor's degree in Computer Science, Information Systems or equivalent theoretical knowledge and experience
• 6 or more years of IT work experience with demonstrated working knowledge in a related fieldMicrosoft professional level certification in M365 or Windows Server (or working to achieve)
• Strong hardware /software troubleshooting skills
• Intermediate knowledge of Active Directory, Windows Server, current Windows OS versions and collaboration tools like MS Teams
• Associate level of knowledge of Microsoft office products (including M365 and Azure Cloud)
• Self-motivated with Strong Customer Service focus and professional attitude
• Strong verbal, written and interpersonal communication skills; ability to build rapport and achieve consensus within the Global IT organization
• A keen attention to detail and the ability to prioritize and work under pressure; Ability to multi-task and work within tight deadlines
Desired knowledge skills and abilities:
• Strong working experience with Service Now or other IT Service Management ticketing systemProfessional level certification in a major cloud provider (Azure or AWS preferred)
• Intermediate knowledge of IT processes e.g., ITIL framework
• Practiced knowledge of Laptop repair
• Professional level experience with VDI platforms like Citrix or Azure AVD
• Excellent documentation skills
• Experienced in risk-based decision making
Travel:
• 5% - domestic with overnight stays
Total Compensation (Inclusive of base + bonus):
• $67,900 - $91,900
Benefits Include:
- Comprehensive medical, dental, and vision
- Paid Time Off (PTO)
- Company provided life insurance and disability benefits
- 401(k) and profit sharing
- Additional ancillary benefits available
Hannover Life Reassurance Company of America (Hannover Re) seeks to attract the best-qualified candidates who support the mission, vision and values of the company and those who respect and promote excellence through diversity. We are committed to providing equal employment opportunities (EEO) to all employees and applicants without regard to race, color, creed, religion, sex, age, national origin, citizenship, sexual orientation, gender identity and expression, physical or mental disability, marital, familial or parental status, genetic information, military status, veteran status or any other legally protected classification. The company complies with all applicable state and local laws governing nondiscrimination in employment and prohibits unlawful harassment based on any of the aforementioned protected classes at every location in which the company operates. This applies to all terms, conditions and privileges of employment including but not limited to: hiring, assessments, probation, placement, benefits, promotion, demotion, termination, layoff, recall, transfer, leave of absence, compensation, training and development, social and recreational programs, educational assistance and retirement.
We are committed to making our application process and workplace accessible for individuals with disabilities. Upon request, Hannover Re will reasonably accommodate applicants so they can participate in the application process unless doing so would create an undue hardship to Hannover Re, or a threat to these individuals, others in the workplace or the company as a whole. To request an accommodation, email HRLUS-- Please allow for 24 hours to process your request.