The IT Support Analyst is an in-office position on the H.W. Kaufman Service Desk Team, dedicated to supporting internal employees. This role involves providing both on-site and remote support.  Shifts are from 8:00 am to 5:00 pm and 11:00 am to 8:00 pm eastern hours, with an initial training period of 6-8 weeks from 8:00 AM to 5:00 PM EST.

• Maintenance, installation, and troubleshooting of computers and peripherals, training on company-supported applications, and asset shipment
• Record, track, and document all incidents and resolutions in the ITSM Platform
• Document processes and procedures for non-incidents such as shipping of equipment
• Evaluate documented resolutions and analyze trends for ways to prevent future problems
• Receive and manage returned hardware within the asst management platform
• Provide first contact support of incoming requests to the Service Desk via Five9 phone support, ITSM Platform, or in person to ensure courteous, timely, and effective resolution of end-user issues
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as required
• Provide user-level guidance and training on the use of company applications
• Contribute to internal analyst and external user-facing knowledgebase as needed
• Adjust ticket and phone queue availability based on current workload and/or projects
• Ensure that no Requests or Incident exceeds 30 days in age
• Alert management to emerging trends in incidents
• Deploy pre-packaged software using distribution tools and processes as requested by end users
• Deploy hardware to on-site and remote user

• 1+ years of experience in Information Technology and business/industry preferred
• Excellent phone etiquette and written communication abilities
• Ability to set priorities and see work through to completion in a timely manner
• Strong troubleshooting, analytical and critical thinking skills
• Exceptional customer service skills with the ability to work independently and as a team
• Self-motivated and a willingness to take initiative
• Strong experience using and troubleshooting Windows 10/11
• Experience using and troubleshooting macOS, iOS, and Android OS
• Preferred knowledge of Active Directory Account Management and Citrix Cloud VDI
• Familiarity with the use and troubleshooting of Microsoft Office 365, and video conferencing applications such as Microsoft Teams
• Experience with an ITSM platform such as Jira Service Management and ITIL framework
• Experience imaging computer devices through a system such as SCCM
• Knowledge of file systems and file level permissions
• Ability to lift 30-50lbs without assistance
• Ability to work 1 on-call weekend shift every other month to provide support for select urgent issues (Cell phone availability)
• Willingness to take on special projects outside of scope of responsibility as needed
• Enroll your personal Android or iPhone device in company InTune MDM

About Our Company

The H.W. Kaufman Group is a global, forward-thinking specialty insurance organization that includes 15 companies with more than 2,000 professionals at 60 offices across the U.S., Canada, and UK. With an ever-broadening group of companies in our portfolio, there is simply not a more unique professional experience in the specialty insurance business than joining one of the H.W. Kaufman Group organizations.

Equal Opportunity Employer

The H.W. Kaufman Group of companies is an equal opportunity employer. All employment decisions are based on business needs, job requirements and individual qualifications, without regard to race, color, religion, gender, gender identity, age, national origin, disability, veteran status, marital status, sexual orientation, genetic information or any other status or condition protected by the laws or regulations in the locations where we operate.