Support Analyst - CapSpecialty

Support Analyst

This is a hybrid position requiring 3 days in office at our Hartford, CT office location.

At CapSpecialty, we are a specialty underwriting company being driven by well-informed, entrepreneurial and proactive employees. Come join our exciting company where you can really make an impact, and each individual's unique skills and talents are recognized and valued. You will find an accessible leadership team that welcomes opinions and ideas. We owe much of our success to our collaborative environment and set of three guiding principles rooted in customer-centricity, employee excellence and corporate culture.

We offer competitive compensation and benefits packages – including an innovative open vacation plan, generous paid sick and parental leave, fully vested matching 401k, company-paid group term life insurance and short- & long-term disability plans, professional and educational growth opportunities, flexible and casual work environment, and recognition for exceptional performance. Please see our full list of Total Rewards here.

CapSpecialty is seeking a Support Analyst who provides technical support to end users on a variety of IT-related issues. The Support Analyst identifies, analyzes, researches, and resolves technical issues related to computer hardware and software, network devices, network security, collaboration tools, and remote computing.  Provides one-on-one training and documentation relating to software and hardware usage, policies, procedures, and employee onboarding.

Duties/Responsibilities:

• Follow documented procedures, standards, and apply logical analytics to understand, identify, and resolve technical issues related to computer devices, software, network devices, network security, collaboration tools, and remote computing. 
• Document, troubleshoot and resolve, and/or escalate incidents to ensure a timely resolution. Follow-up with end users as needed to ensure satisfactory resolution of incidents.
• Work with the Head of End User Support to ensure adequate coverage and the efficiency of the Help Desk is maintained. 
• Effectively prioritize work requests and resolve and/or escalate work requests to proper IT staff.  Ensure that the success of the team and its support of the company is priority.
• Educate employees on technical devices and/or application usage by writing documentation and/or providing informal training. 
• Provide IT-related orientation for new employees as part of the corporate onboarding program.
• Assist with maintaining and supporting technologies used to manage CapSpecialty's IT and end user computing environments such as: LANsweeper, Cortex XDR, Microsoft Endpoint Configuration Manager (patching and application deployment), etc.
• Other tasks as assigned.

Supervisory Responsibilities:

None.

Core Competencies:

• Excellent communication skills, a composed demeanor, and patience. 
• Ability to manage difficult customer situations, elicit customer feedback, analyze, and resolve complex customer issues. 
• Intermediate knowledge of Microsoft software products, computing hardware, software, and network devices. 
• A good understanding of Microsoft Active Directory, Office365, and Windows operating systems needed. 
• Ability to manage and administer software distribution solutions such as Microsoft's Endpoint Configuration Manager is preferred.

Education and Experience:

• Associate degree in computer related field, or equivalent.
• 1-2 years of related experience with a general understanding of the fundamental areas of IT end user support.
• Experience with providing direct customer-facing and deskside technical support. 
• CompTIA A+, Network+ or Microsoft 365 Modern Desktop Administrator Associate (MDAA) certification desired.
• Strong decision-making skills, understanding how to prioritize work and the ability to multitask are required.
• Consistent level of commitment showing initiative and the desire to provide the best customer support possible is mandatory. 

Physical Demands:

• Prolonged periods of sitting at a desk and working on a phone and computer.
• Ability to lift equipment that may exceed 50 lbs.

FLEXIBILITY WITH WORK SCHEDULE WILL BE REQUIRED, INCLUDING POSSIBLE ROTATIONS WITH EARLY START TIMES, LATE EVENINGS, AND/OR WEEKEND COVERAGE.

CapSpecialty is a leading provider of specialty insurance and bonds for small- to mid-sized businesses in the U.S., offering casualty, professional liability, surety and fidelity products in all 50 states and the District of Columbia. By working with select partners through a limited distribution model, CapSpecialty's creative, hard-working team provides personalized service and cultivates mutually successful partnerships to deliver positive results. CapSpecialty is an operating subsidiary of Berkshire Hathaway, and its carriers have an A ("Excellent") rating from A.M. Best, writing both admitted and non-admitted policies. For more information, please visit CapSpecialty.com.

Apply today!

Equal Employment Opportunity Employer

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