Technical Support Analyst

Job DescriptionJob DescriptionIntroductionThe Technical Support Analyst provides 1st line IT support across the organization via the ServiceNow ITSM platform, email, phone and in-person walk-up cases. This role is a hybrid role with occasional work from home days and limited travel to our office locations across the US.As a member of the IT support team, you will help ensure high quality support is provided to all users and departments within Amwins and that all incidents/problems are recorded and managed in the Service Desk system. You will escalate incidents requiring more advanced troubleshooting to the Technical Support Specialist or Engineer, and inform the Technical Support Manager of any incidents and/or problems (internal and external) that may impact the business.ResponsibilitiesProvide 1st line IT support to all users, ensuring a good level of support from initial incident acknowledgement through to resolution or escalationMonitor the service desk platform, identify and set the priority level of requests/tickets received, and resolve standard issues or escalate to the appropriate team member where applicableProvide basic in-house support to staff in relation to Microsoft Office programs and other supported bespoke software/applications as and when required. Support the procurement of IT hardware, software, consumables and telecom equipment, in accordance with the corporate procurement policy and working alongside the IT Asset teamReport any incidents/service impact issues that could impact the businessUtilize the service desk system to effectively log the nature of support queries and prioritize support cases according to Service Level Agreements (SLAs)Promote the use of IT tools within the business, allowing staff to work more effectively. Actively build technical knowledge and skills through training, mentoring, and day-to-day experience, seeking guidance from other team members as needed.Knowledge/Skills/QualificationsKnowledge and background of IT helpdesk/support and working with technologyExperience of working in an office, providing both in-person and remote support to staffExcellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertiseExperience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environmentCustomer-centric, with attention to detailAbility to work on your own and within a teamAdvanced knowledge of Microsoft Office 365, including Exchange, Intune and EntraKnowledge and experience of Active Directory Users and ComputersKnowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issuesMaintain documentation of IT systems and proceduresIdentify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supportedWillingness to travel to other offices in the US as and when requiredDesired skillsDemonstrated experience of Insurance industryProject-based skillsExperienced in "hands on" maintenance of hardware, including repairs Supported Programs/Software/ApplicationsMicrosoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)Intune (Mobile Device Management)EntraSharePointIntune Company PortalVPN (GlobalProtect)ServiceNow ITSM platformWindows OS (Windows 10, 11)CitrixKofaxParallels  The Amwins Advantage: Benefits & Perks Available to Full-Time US Based EmployeesMedical, Dental, Vision available your first day of employmentChoice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employeesMental health support including:Virtual therapyDigital coaching24/7 EAP counselingCompany-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance ProgramHealth Savings Account with company contributionsHealth Care FSA, Dependent Care FSA, and CommuterBenefitsParental Leave and Adoption AssistanceVoluntary coverage options:Life InsuranceCritical IllnessAccidentIdentity Theft ProtectionRetiree medicalbenefitsavailable for Medicare-eligible retirees401(k) with company matchGenerous Paid Time Off and Company Holiday ScheduleCollaborative, continuing education focused work environmentCareer advancement opportunities