Hybrid IT Support Analyst – Tech Services for Agents

Nationwide Mutual Insurance Company; Ohio; Hybrid; USD 56,000 - 104,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

Paid time off

9 holidays

401(k) with company match

Pension plan

Employee discounts

Job summary

Nationwide Mutual Insurance Company in Columbus, OH or Des Moines, IA, is seeking a Technology Services Analyst to join a hybrid team that supports Nationwide Insurance Agents. You will resolve basic tech issues and help maintain PC hardware and software across environments.

The role emphasizes first-line support, ITSM practices, and collaboration with cross-functional teams. Training will be provided, and remote options may be considered for highly qualified candidates.

Qualifications

• One year or less of technology experience with basic troubleshooting.
• Knowledge of IT service management basics.
• Familiarity with agency systems: AgentCenter, PolicyCenter, Guidewire.
• Willingness to learn and adapt to a fast-paced environment.
• Excellent communication and collaboration abilities.

Responsibilities

• Serves as the first point of contact for associates and independent agents seeking technical assistance.
• Provides level 1 technical support via phone, web, and chat channels.
• Documents, prioritizes, and escalates issues to level 2 technology partners.
• Identifies incident trends to prevent large-scale service interruptions.
• Supports ITSM processes and contributes to knowledge articles.
• Manages PC lifecycle and hardware asset inventory.

Skills

TSD call center

Employee tech support

P&C knowledge

Continuous learning

AgentCenter

PolicyCenter

Guidewire

Communication skills

Education

CS or MIS degree

Job description

Nationwide Mutual Insurance Company in Columbus, OH or Des Moines, IA, is seeking a Technology Services Analyst to join a hybrid team that supports Nationwide Insurance Agents. You will resolve basic tech issues and help maintain PC hardware and software across environments.

The role emphasizes first-line support, ITSM practices, and collaboration with cross-functional teams. Training will be provided, and remote options may be considered for highly qualified candidates.