Jackson · 1 day ago
Strategic Support Associate, Service Desk
Lansing, MI
Full-time
Onsite
Entry Level
1+ years expJackson National Life Insurance is seeking a Strategic Support Associate for their Service Desk team. The role involves managing service requests and incidents, providing technical support, and ensuring efficient IT operations to enhance customer satisfaction.
Financial Services
Responsibilities
Receive, log, and manage incoming service requests and incidents via phone, email, or ticketing system
Diagnose and resolve technical issues related to hardware, software, network connectivity, and user access
Triage service requests and incidents to Level 2 and Level 3 support teams and escalate as needed
Maintain an 85% occupancy rate to ensure high availability for incoming calls
Provide courteous, professional, and timely support to all users
Communicate clearly and effectively, ensuring users are informed of issue status and resolution steps
Maintain a positive and service-oriented attitude in all interactions
Update knowledge base articles and contribute to documentation for common issues and solutions
Record detailed information on all support activities in the service management system
Generate reports on ticket trends, resolution times, and user satisfaction when required
Follow established IT policies, procedures, and operating level agreements (OLAs)
Participate in continuous improvement initiatives to enhance service quality and efficiency
Ensure compliance with security and confidentiality standards
Work closely with other IT teams to resolve issues and improve service delivery
Stay current with new technologies, tools, and best practices relevant to the role
Participate in training sessions and team meetings to maintain technical proficiency
Leverage internal AI-driven platforms to enhance Service Desk capabilities to reduce call volume
Performs other duties and/or projects as assigned
Qualification
Required
1+ years broad experience working with a variety of different technology platforms, inclusive of hardware, software, desktop and networks required
Experience supporting a wide variety of hardware and software platforms, including: Desktops, laptops, printers, peripherals, Windows 10/11, Mac OS, Active Directory, Office 365 and mobile devices (iPhone/iPad, Android) required
Preferred
Enrolled in a 2 or 4 year program focused on information technology, computer science, or cybersecurity preferred
Internship experience in IT or Security strongly preferred
Experience in IT support or computer networking strongly preferred
Company
Jackson
Jackson is a financial services company dedicated to helping people pursue financial freedom for life.
1001-5000 employees
H1B Sponsorship
Jackson has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (8)
2024 (6)
2023 (9)
2022 (7)
2021 (10)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
$1.05BKey Investors
Athene
2023-03-06Post Ipo Equity· $550M
2021-09-20IPO
2020-06-18Secondary Market· $500M
Leadership Team
L
Laura Prieskorn
Chief Executive Officer
Alison Reed
Chief Operations Officer
Recent News
2026-01-06
Morningstar.com
2025-12-18
2025-12-18
Company data provided by crunchbase