Desktop Support Analyst

Desktop Support AnalystWe are seeking a dynamic and experienced Tech Services Specialist for our Technical Field Engineering team. This role is pivotal in providing on-site technical support and maintenance across our regional offices. The ideal candidate will have a strong technical background, taking a proactive approach to identifying and solving technical issues.Help drive our insurance business transformation as we transition from a traditional IT model to a Tech organization with engineering excellence as its mission.Job Responsibilities:Technical Support and Maintenance:Ensure timely and efficient resolution of technical issues in regional offices, including hardware, software, network, AV and general system problems.Support on-site installations, maintenance, and upgrades of Tech infrastructure and equipment.Proactively monitor and analyze opportunities to improve technical support operations, identifying areas for improvement and supporting the implementation of corrective actions.Project Management:Hands on support of technical projects, including office relocations, infrastructure upgrades, and new technology rollouts.Collaborate with other departments and stakeholders to align technical support activities with overall business objectives.Ensure projects are completed on time, within budget, and to the required standards.Communication and Collaboration:Act as a liaison between your regional offices and the larger Tech organization, partnering with Org Change Management team to ensure clear communication and coordination of tech rollouts and changes.Provide regular updates to management on chronic technical issues, project status, and opportunities to improve the associate tech experience.Continuous Improvement and Innovation:Stay up to date with the latest technology trends and advancements in field engineering.Identify opportunities for process improvements, automation, and the implementation of new technologies to enhance service delivery and associate experience.Basic Qualifications:Bachelor's degree in Information Technology, Engineering, or a related field or comparable experience.At least 4 years of experience in hands on technical support or a related discipline.At least 4-years' experience in IT infrastructure, networking, AV, and/or systems support.Preferred Qualifications:Excellent problem-solving skills and the ability to work under pressure in a fast-paced environment.Strong communication and interpersonal skills, with the ability to collaborate effectively with diverse teams and stakeholders.Project management certification (e.g., PMP) and IT certifications (e.g., CompTIA Network+, Microsoft Certified Systems Engineer) are a plus.