Support Analyst II - Berkley

Company URL: https://www.berkleytechnologyservices.com/

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.  

Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond.  

With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.  

Berkley Technology Services: Right Team, Right Technology, Simple and Secure.  

The Support Analyst II will work with and assist customers with installations, moves, adds, changes, refresh, testing and implementation of personal computer hardware/software system needs.  Their work is mainly focused on identifying, configuring, and installing systems hardware, software, etc. to enhance productivity and improve process efficiency.  The work includes gathering business and end user requirements; analyzing and evaluating products, devices, and systems available; installing and configuring PC systems software to optimize performance and integration with client/server applications; analyzing functionality and risks for mobile computing devices, including policies and approaches for managing security and data back-up in bring-your-own-device (BYOD) environments.  They are responsible for solving and troubleshooting problems related to desktop computers, laptops, and different systems.  They assist with problem determination and isolation of PC hardware/software networks.  Utilizing service desk call tracking and problem resolution software, they will review service tickets to identify opportunities for improvement and thoroughly document problem resolution.  Their daily responsibilities also encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, request, telephony and associated survey responses. They will also be responsible for advanced tasks such as the management of widespread severe incident remediation activities. 

• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.                                            
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.                              
• Train and mentor other team members on best practice solutions, etc.                                          
• On-call Rotation (PIC).
• Troubleshoot local printer problems and coordinates maintenance for printers                                      
• Lead team projects, while continuing to balance day to day role.                              
• Identify and Research incident correlations and escalate accordingly.                              
• Identify and Communicate to team new ways to improve our quality of service. 
• Act as a liaison on behalf of the BEST Team to identify and document new first level support opportunities from other IT organizations.
• Provide complex and unique technical troubleshooting assistance to customers across business units.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

• Minimum of 4 years’ experience resolving end users’ hardware and software issues in an IT environment.
• Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
• Bilingual service in English/Spanish and some Portuguese a real plus.
• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Excellent technical skills.
• Excellent analytical, reporting and documentation skills.
• Dedication to customer service.
• Problem solving skills including triage and rapid decision making.
• Ability to logically adapt in any customer service scenario.
• Ability to manage to resolution a severe and pervasive outage.
• Minimum of 4 years of demonstrated working knowledge of Microsoft Exchange environment.
• Minimum of 4 years of demonstrated working knowledge of Active Directory administration.
• Minimum of 4 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting.
• Minimum of 4 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting.
• Minimum of 4 years of demonstrated experience with IT Service Management tools, with a strong preference for Service Now.
• Minimum of 4 years of working within an ITIL methodology.Microsoft Certified Professional, A+, and Net+ certifications are preferred

Behavioral Core Competencies

• Critical Thinking
• Customer Service Oriented
• Flexibility
• Time Management
• Results Oriented
• Operational Effectiveness

The Company is an equal employment opportunity employer.