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    Help Desk Analyst - Phoenix, United States - Mutual of America

    Mutual of America
    Mutual of America Phoenix, United States

    3 weeks ago

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    Description
    Mutual of America Financial Group

    Job Title: Help Desk Analyst

    Location: Phoenix, AZ (Hybrid)

    Who We Are:

    At Mutual of America Financial Group, we help people build the assets they need to achieve greater financial security. Our Company is built upon a solid foundation of integrity, excellence, and social responsibility. Since 1945, we have specialized in providing small and mid-sized not-for-profit organizations and companies with pension and retirement-related services, along with leading customer support. We work diligently to understand the needs of plan sponsors. We provide them with competitively priced solutions so they can help their employees achieve their financial savings goals.

    We are committed to bringing talented and motivated people together to help our customers achieve a financially secure future.

    Role Summary:

    We are seeking a skilled & motivated Help Desk Analyst that has a wide skill set to assist in managing corporate endpoints as well as the associated applications (Microsoft Office 365, Microsoft Intune and VDI Desktops). You will ensure the reliability, stability, and availability of endpoints and desktop systems in a 24/7 production environment. You will be responsible for the administration, configuration, and maintenance of all such hardware. Working within ServiceNow to deliver updates and closure of incident and requests tickets is preferred. This role is a full-time position that includes a hybrid work arrangement, combining both remote and on-site work located in the Phoenix Arizona area.

    Responsibilities:
    • Assist with the installation of applications for end users.
    • Use Service Now to update and resolve incident Tier 1 and Tier 2 tickets.
    • Configure PC and Laptop for End Users.
    • Follow up on incident tickets to ensure closure and customer satisfaction
    • Open FIS related Incident tickets.
    Required Qualifications:
    • Troubleshoot and identify PC related problems and coordinate the evaluation and implementation of system enhancements.
    • Develop test plans for troubleshooting PC related issues.
    • Develop Knowledge Articles to assist end users for self-service.
    • Increase FCR (first call response) resolution through education and training.
    • Previous experience using ServiceNow to update and resolve incidents and requests.
    • Strong communication and interpersonal skills to effectively collaborate with cross functional teams.
    • Ability to troubleshoot and problem solve technical issues.
    • Proven ability to lead and manage technical projects.
    • Adhere to ITIL-based approval processes.
    • Participate in bi-weekly meetings with the cloud team to discuss ongoing and upcoming tasks.
    Preferred Qualifications:
    • Experience using ServiceNow.
    • Experience with troubleshooting PC and Laptop related issues.
    • Experience troubleshooting VDI issues.
    • Prior experience using Windows Autopilot for configuration of laptops and desktop PC's.
    • Knowledge of VMware, Horizon to support VDI desktops.
    • Dedicate time to self-improvement and skill development regularly to facilitate personal growth.
    What we offer you:
    • Competitive base salary
    • Annual Bonus
    • Comprehensive Benefits Package (medical, dental, and vision) that starts day one of employment
    • 401(k) Match: You will be eligible to receive up to 9% of your pay (salary and incentive compensation) in company contributions. A non-elective employer contribution of 3%, plus a 100% employer match on employee contributions of up to 6% of pay.
    • Parental Leave: 8 weeks fully paid
    • Paid time off: 20 days plus two floating personal holidays
    Level: 5

    Visitfor additional details about life at Mutual of America. You can also follow us onTwitter:@mutualofamerica |Facebook:@mutualofamerica

    Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law. #LI-JB1
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