IT Operations Associate

LE003 Coaction Specialty Management Company, Inc.; New York (NY); On-site; USD 55,000 - 65,000; Full time

Job summary

Coaction seeks an IT Help Desk Specialist in NYC to provide end-user desktop support, install and troubleshoot hardware and software, and maintain OS patches. You will collaborate with business units to resolve complex issues and enhance service delivery.

Requirements include at least 2 years in desktop support, strong customer service, knowledge of Windows OS, Office 365, Active Directory and basic networking. This is an on-site role in NYC with standard benefits.

Qualifications

• Minimum of 2 years of desktop support experience.
• Strong customer service skills.
• Knowledge of Microsoft OS and Microsoft 365.
• Experience with Active Directory and basic networking.
• Ability to lift 40 pounds.

Responsibilities

• Provide end-user IT support and resolve issues.
• Install, configure, and maintain desktops and software.
• Monitor SLAs and communicate progress to users.
• Document incidents and manage assets in the system.
• Assist remote users and improve support processes.

Skills

Desktop support

Customer service

Windows OS

Office 365

Active Directory

Networking basics

Communication skills

Project management

Confidentiality

Physical ability

Education

Bachelor’s degree / IT experience

Tools

Jira Service Management

ServiceNow

Azure AVD

AWS

Job description

At Coaction, we’re a unique mix of leaders, achievers, thinkers, and team players with a high-performance mindset and a diverse skillset. We bring our industry expertise together to continually push the boundaries of what insurance can be for our clients.

Job Description

Provides support in the overall end user functions related to IT systems in individual business units, concentrating on more complex and difficult technological issues. Provides first-class technical support to clients by isolating, analyzing, and solving the clients technical issues that affect their operational effectiveness. Will naturally possess customer service soft skills needed to complement the technical understanding of the supported software and platforms. Performs optimization of operating systems, including the application of Operating System patches, and troubleshooting communication devices. Offers fitting and creative solutions for client issues which meet all previously fixed quality standards; escalates calls within the given time guidelines. Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software to deliver required desktop service levels. Monitors compliance with service level agreements throughout the business units. Manages expectations of end users through regular communications channels and progress reports. Adhere to and improve IT support policies and procedures. Imaging and deploying operating systems, software, and security patches. Provide technical assistance and one-on-one support to remote users. Assess the need and implement performance upgrades to workstations. Maintain asset and user management system and improve procedures as necessary. Accurately document instances of desktop equipment or component failures, repairs, and installation. Conduct research on desktop products in support of desktop procurement and development efforts. Develop expertise for troubleshooting all 3rd party productivity, communication, and business systems. Provide solutions for Service Management process improvements.

Location

This role must sit in our NYC office FIVE days a week; remote work is not available for this position.

Salary and Benefits

Salary range specific to for this role : $55,000-$65,000 + discretionary incentive bonus + benefits depends on various factors including, without limitation, individual and organizational performance. The offered rate of compensation will be based on individual education, experience, and qualifications.

In addition, employees are eligible for standard benefits package including paid time off, medical, dental and retirement.

Qualifications

• Minimum of 2 years of experience on desktop support to include installing and supporting hardware and software.
• Excellent customer service skills.
• Good working knowledge required for Microsoft Operating Systems and Microsoft Cloud Applications.
• Working knowledge of Office 365, Active Directory.
• Working knowledge of networking concepts and applications.
• Strong communication skills with the ability to listen well to others and develop effective solutions to meet needs.
• Comfortable communicating in person and via phone with peers, managers, and vendors.
• A proven track record of being well organized and able to manage projects to meet deadlines.
• Ability to handle confidential information in accordance with organization policies and procedures.
• Office environment with extensive sitting, some standing, walking, stooping, reaching and the ability to lift 40 pounds.

Preferred Skills and Abilities

• Bachelor’s degree in Information Technology-related field or 5 plus years work related experience.
• Familiar with Amazon Web Services and Azure AVD platforms and configuration.
• Experience with Mobile Device Management and iOS device provisioning.
• Experience with a ITSM ticketing system (Jira Service Management, Service Now).
• ITIL Certified is a Plus.

Equal Opportunity Employer

Coaction is an Equal Employment Opportunity employer. Coaction’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Coaction also prohibits harassment of applicants or employees based on any of these protected categories.

About Coaction

Coaction Specialty Insurance Group (Coaction) is a privately-owned, specialty property and casualty (P&C) insurance company headquartered in Morristown, New Jersey, with additional offices in Glendale, California, and New York City. Founded in 2009 as ProSight, the company completed a go-private transaction with investment management firm, TowerBrook Capital Partners (TowerBrook), and private-equity firm, Further Global Capital Management (Further Global), in August of 2021. Today, Coaction is a full specialty underwriter across five major product verticals: property, casualty, entertainment, executive liability, and multi-line. Through these verticals, Coaction provides a range of coverages to customers across the U.S. via both open brokerage and delegated underwriting authority platforms. Coaction’s authentic, collaborative, and results-oriented culture is reflected in the focused approach the company takes to fulfilling the needs of each individual customer by combining product, analytics, and underwriting capabilities with strong industry knowledge and partnerships to develop real-world solutions. Through data-driven insights and collaboration with partners, the company coacts with customers and partners to rationally manage risk so businesses and communities can build a more ambitious, confident, and sustainable future.