Hybrid Tech Services Analyst - Agent Support

OhioX; Columbus (OH); Hybrid; USD 56,000 - 104,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Disability insurance

Paid time off

9 holidays

401(k) with company match

Pension plan

Business casual

Job summary

Nationwide Technology Services is seeking a Technology Services Analyst to provide first-line support for associates and independent agents, handling hardware, software, and application issues. You will document issues, escalate when needed, and help maintain equipment and inventory across environments.

Training will cover business applications for agents, ITSM processes, and secure delivery practices. This role emphasizes customer advocacy and continuous learning within a hybrid work setup.

Qualifications

• 1 year or less of technology experience with basic troubleshooting.
• Undergraduate studies in computer science, MIS or related field preferred.
• Insurance/financial services industry knowledge is a plus.

Responsibilities

• Serves as the first point of contact for associates and independent agents seeking technical assistance.
• Performs level 1 technical support to diagnose, analyze, research, and resolve tech issues via phone, web, and chat.
• Escalates issues to level 2 teams with proper data for timely resolution.
• Identifies trends that could cause service interruptions and informs the technology team.
• Maintains PC lifecycle including hardware, peripherals, and inventory management.

Skills

Customer service

Technical troubleshooting

Communication skills

Security awareness

IT knowledge

Education

Bachelor's degree in CS or MIS or related field

Job description

Nationwide Technology Services is seeking a Technology Services Analyst to provide first-line support for associates and independent agents, handling hardware, software, and application issues. You will document issues, escalate when needed, and help maintain equipment and inventory across environments.

Training will cover business applications for agents, ITSM processes, and secure delivery practices. This role emphasizes customer advocacy and continuous learning within a hybrid work setup.