Hybrid IT Service Desk Analyst

Nationwide Mutual Insurance Company; Iowa, Northern (LA, KY); Hybrid; USD 56,000 - 104,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Paid time off

401(k) with company match

Pension plan

Casual attire

Job summary

Nationwide Mutual Insurance Company in Des Moines, IA / Columbus, OH is seeking an Analyst, Technology Services to support and maintain applications, computing equipment, and infrastructure across environments. This hybrid role requires coordinating with IT teams and assisting nationwide agents.

You will provide level 1 support, troubleshoot, and contribute to ITSM processes, while pursuing knowledge growth in security and delivery frameworks within a collaborative, customer-focused culture.

Qualifications

• Previous TSD call center experience supporting employee technical issues.
• General Property Casualty business acumen.
• Desire to gain information technology knowledge and skills.
• Focus on continuous learning.
• Familiarity with agency systems such as AGSS, AGCM, AgentCenter.

Responsibilities

• Serves as the first point of contact for associates and independent agents.
• Performs level 1 technical support to diagnose and resolve technology equipment and application issues via phone, web, and chat.
• Documents, prioritizes, and escalates issues to level 2 technology partners.
• Identifies technology issue and incident trends to prevent large-scale outages.
• Maintains ITSM processes and supports PC lifecycle and inventory.

Skills

Communication skills

Information security

Priority setting

Education

Undergraduate studies in computer science or MIS

Job description

Nationwide Mutual Insurance Company in Des Moines, IA / Columbus, OH is seeking an Analyst, Technology Services to support and maintain applications, computing equipment, and infrastructure across environments. This hybrid role requires coordinating with IT teams and assisting nationwide agents.

You will provide level 1 support, troubleshoot, and contribute to ITSM processes, while pursuing knowledge growth in security and delivery frameworks within a collaborative, customer-focused culture.