AI-Enhanced IT Support Analyst II

W. R. Berkley Corporation; Westbrook (ME); On-site; USD 61,000 - 113,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Wellness program

Paid time off

401(k) and profit-sharing

Job summary

Berkley Technology Services (BTS) is seeking an IT Support Analyst II to provide day-to-day technical support for hardware and software, including imaging, inventory, and mobile devices. You will log, troubleshoot, and escalate issues, while documenting procedures and assisting in incident reporting.

AI-assisted tools are expected to be used routinely to improve outcomes. You will coordinate with multiple business units, maintain SLA performance, and train colleagues on new processes and tools

Qualifications

• 2+ years of demonstrated working knowledge of Microsoft Exchange environment

Responsibilities

• Provide day-to-day technical support for hardware and software systems
• Resolve and/or escalate complex incidents within SLA
• Perform desktop/laptop imaging and inventory management
• Set up and support mobile devices including smartphones and tablets
• Develop documentation and customer-facing FAQ guidelines, generate daily incident and service reports
• Assist in outage remediation tasks and cross-train team members in projects

Skills

Customer service

Teamwork

Analytical thinking

Problem solving

Communication

Adaptability

Outage management

IT support mindset

Curiosity about AI

Education

Undergraduate IT degree or equivalent

Tools

Microsoft Exchange

Active Directory

Networking monitoring tools

CISCO telephony

Windows 7/10, Office Suite

VPN, Citrix, VDI

ITSM tools (Service Now)

Job description

Berkley Technology Services (BTS) is seeking an IT Support Analyst II to provide day-to-day technical support for hardware and software, including imaging, inventory, and mobile devices. You will log, troubleshoot, and escalate issues, while documenting procedures and assisting in incident reporting.

AI-assisted tools are expected to be used routinely to improve outcomes. You will coordinate with multiple business units, maintain SLA performance, and train colleagues on new processes and tools