Desktop ServicesUnder 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 needsBusiness Area: Information Technology, Infrastructure AdministrationLooking for Local CandidatesThis position will be HybridResponsibilitiesRespond 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; resolve them in a timely manner when able and escalate them to the appropriate team/owner according to SLA processes.Complete required project activities.Install software, desktop/laptops systems and peripherals.Update documentation as needed.Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.Maintain and organize inventories.Manage and organize support information knowledge base.Proactively identify areas of improvement to management, and lead/participate in solution design.Off hours contact for any IT related issues including disaster recovery.Follow standard operating procedures, policies & directions.RequirementsEDUCATION AND EXPERIENCERequired:Post-Secondary Education graduate or relevant experience4+ years of technology/desktop support experienceFluent English Language skills both spoken and writtenExtensive knowledge of Windows desktop environment and MACsKnowledge of Windows Server environment administration (AD, Exchange)SKILLS AND ABILITIESRequired:Proficient with Windows desktop environment (Win 10 & Microsoft Office) and MACsExcellent communication & organizational skillsStrong telephone and customer service skillsStrong analytical and problem-solving skillsAvailability to work overtime, as requiredPreferred:A+, Network & Microsoft Certified Desktop Support TechnicianProficient with:Basic TCP/IP networkingVoIP TelephonyWindows Terminal Server end user supportMobile device support - iPhonePrinter technologiesVideo conference & meeting room technologyDell workstation hardwareCompany OverviewReinsurance Group of America, Incorporated (NYSE: RGA) is one of the largest global providers of life reinsurance, with offices around the world. 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.