IT Operations Analyst

Coaction Specialty Insurance Group - Morristown, NJ

Full-time

Morristown, NJ

About the position

The IT Support Specialist at Coaction is responsible for providing comprehensive technical support to clients, focusing on complex technological issues that impact operational effectiveness. This role involves optimizing operating systems, troubleshooting communication devices, and ensuring compliance with service level agreements. The specialist will also manage end-user expectations through effective communication and documentation, while adhering to IT support policies and procedures.

Responsibilities

• Provide first-class technical support to clients by isolating, analyzing, and solving technical issues.
• Perform optimization of operating systems, including applying patches and troubleshooting communication devices.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software.
• Monitor compliance with service level agreements throughout the business units.
• Manage expectations of end users through regular communication and progress reports.
• Adhere to and improve IT support policies and procedures.
• Image and deploy operating systems, software, and security patches.
• Provide technical assistance and one-on-one support to remote users.
• Assess the need and implement performance upgrades to workstations.
• Maintain asset and user management system and improve procedures as necessary.
• Accurately document instances of desktop equipment or component failures, repairs, and installation.
• Conduct research on desktop products in support of desktop procurement and development efforts.
• Develop expertise for troubleshooting all 3rd party productivity, communication, and business systems.
• Provide solutions for Service Management process improvements.

Requirements

• Minimum of 2 years of experience in desktop support, including installing and supporting hardware and software.
• Excellent customer service skills.
• Good working knowledge of Microsoft Operating Systems and Microsoft Cloud Applications.
• Working knowledge of Office 365 and Active Directory.
• Working knowledge of networking concepts and applications.
• Strong communication skills with the ability to listen well and develop effective solutions.
• Proven track record of being well organized and able to manage projects to meet deadlines.
• Ability to handle confidential information in accordance with organization policies and procedures.

Nice-to-haves

• Bachelor's degree in Information Technology-related field or 5 plus years of work-related experience.
• Familiarity with Amazon Web Services and Azure AVD platforms and configuration.
• Experience with Mobile Device Management and iOS device provisioning.
• ITIL Certification is a plus.

Benefits

• Equal Opportunity Employer policy ensuring non-discrimination based on various protected categories.