IT Helpdesk / Junior Sysadmin

Under minimal supervision, act as support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Use detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements. Resolve as many requests as possible during first contact, determine urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provide customer-oriented follow-up in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software.
Contract Assignment: 12 months possibly the assignment could be extended, based on budget and business needs
Business Area: Information Technology, Infrastructure Administration
Looking for Local Candidates
Respond to escalated service requests from Help Desk associates and other team specialists, working to identify, troubleshoot and resolve routine operator problems and make or coordinate repairs. Escalate the most complex issues to third-tier team members or other appropriate teams within IT.
Responsible for first and second level support and appropriate follow up on IT systems including PC’s, MACS, printers, servers, and related IT hardware and software.
Clearly document and effectively prioritize client requests into ServiceNow.
Clearly identify, isolate, document, and define problems; Complete required project activities.
Install software, desktop/laptops systems and peripherals.
Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.
Maintain and organize inventories.
Manage and organize support information knowledge base.
Off hours contact for any IT related issues including disaster recovery.
Follow standard operating procedures, policies & directions.
Post-Secondary Education graduate or relevant experience

• 4+ years of technology/desktop support experience
• Fluent English Language skills both spoken and written
• Extensive knowledge of Windows desktop environment and MACs
• Knowledge of Windows Server environment administration (AD, Exchange)

Basic TCP/IP networking
Windows Terminal Server end user support
Mobile device support - iPhone
Video conference & meeting room technology
RGA delivers expert solutions in individual life reinsurance, individual living benefits reinsurance, group reinsurance, financial solutions, facultative underwriting and product development. Our mission is to enhance our clients’ prosperity by supporting their financial and risk management capabilities.