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Alera Group, Inc. · 3 weeks ago

IT Service Desk Analyst 1

United States

Full-time

Remote

Entry Level

$50K/yr - $65K/yr

1+ years exp

Alera Group is a rapidly growing company in the insurance sector, seeking an IT Service Desk Analyst 1 to join their team. The role involves providing technical support, troubleshooting, and ensuring operational excellence while managing service requests and incidents.

Employee BenefitsFinancial ServicesInsuranceRisk Management

Responsibilities

Identity & Access Management: Troubleshoot identity issues beyond simple password resets; manage user accounts in Active Directory and Azure Active Directory, including unlocking accounts, managing security group membership, and resolving Multi-Factor Authentication (MFA) sync failures

Network Diagnostics: Perform first-level network troubleshooting in an enterprise environment. Diagnose LAN/WAN connectivity issues by isolating faults between the ISP, local hardware, and VPN client configuration

Application & VDI Support: Provide support for standard software/applications and various insurance management systems. specific focus on resolving incidents within O365 applications (Teams, Outlook, OneDrive) and troubleshooting Virtual Desktop Infrastructure (VDI) latency or connection drops

Hardware Root Cause Analysis: Provide support for PCs and peripherals such as printers. Perform triage on hardware malfunctions (docking stations, monitors, USB conflicts) to determine if issues can be resolved via driver updates/configuration or require warranty replacement

Ticket Lifecycle Management: Utilize the company’s ticket tracking system to document customer contacts, issues, and requests. Ensure all tickets contain detailed troubleshooting steps, error codes, and logic used before resolving or escalating

Escalation & Resolution: Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues. Achieve first call resolution whenever possible by utilizing technical skills and the IT knowledgebase

Knowledge Sharing: Share knowledge with customers and colleagues by submitting detailed knowledge articles for publication to help reduce recurring incidents

Service Level Adherence: Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement (SLA) expectations

Schedule Flexibility: Work a flexible schedule, including on-call support as needed to support business operations

Qualification

Active DirectoryO365 applicationsNetwork troubleshootingVDI supportHDI SCACSRNetwork+ CertificationA+ CertificationMicrosoft ExchangeTechnical troubleshootingDocumentation

Required

1-2 years of relevant experience in an IT support role

Strong understanding of common desktop operating systems, software, and hardware products

Proficiency with VDIs and O365 applications

Solid understanding of Active Directory and/or Azure Active Directory

Experience performing basic network troubleshooting in an enterprise environment

Preferred

HDI SCA or CSR, Network+ and/or A+ Certification

Basic understanding of Microsoft Exchange

Benefits

Medical

Dental

Life and disability insurance

401k

Generous paid time off

Much more

Company

Alera Group, Inc.

Alera Group is a growing leader, reimagining the complex risk management, insurance and financial services delivery experience through intentional collaboration connecting clients to holistic solutions that protect and grow all they value most.

Founded in 2017

Deerfield, Illinois, USA

1001-5000 employees