IT Service Desk Analyst

Society Insurance; Fond du Lac (WI); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Benefits package

401(k) plan

Telecommuting options

Career coaching

Charitable match

Wellness program

Job summary

Society Insurance in Fond du Lac, WI is seeking an IT Service Desk Analyst to provide first- and second-line hardware and software support for employees. The role requires strong customer service, problem solving, and the ability to work in a hybrid schedule with onsite days.

You will handle onboarding, password resets, device setup, and routine maintenance, troubleshoot issues, document in ServiceNow, and collaborate with IT teams.

Qualifications

• Associate degree in computer support or related field required.
• Minimum 2 years of technical support experience required.
• CompTIA A+, Network+, CITRIX and/or MCSA certification preferred.
• Experience in Windows servers and SQL servers preferred.
• Experience with network systems monitoring, reporting, and alerting preferred.
• Experience with IP PBX phone systems configuration and support preferred.

Responsibilities

• Provides primary and secondary hardware and software support to Service/Help Desk operations.
• Serves as the first point of contact for employees needing technical help.
• Resolves hardware, software, account, access, and network issues.
• Supports onboarding, password resets, device setup, and routine maintenance.
• Updates ServiceNow tickets, collaborates with team and vendor resources, and documents issues.

Skills

Service orientation

Workload planning

Attention to detail

Problem solving

Multitasking

Education

Associate degree in Computer Support or related field

Tools

Citrix

MCSA

Windows Server

SQL Server

Job description

Schedule

40 hours/week with Flexible Scheduling Opportunities

Job Information

• Job Title: IT Service Desk Analyst
• Home Department: Information Technology
• Employment Status: Full-time
• Schedule: 40 hours/week with Flexible Scheduling Opportunities
• Position Location: Hybrid Schedule (commuting distance to home office in Fond du Lac, WI)

This position offers a flexible hybrid schedule. We are seeking candidates who live within commuting distance of our home office in Fond du Lac, Wisconsin and can work onsite three-four days per week."

Overview

Protecting our policyholders’ dreams, passions, and livelihoods has a direct impact on the communities we serve. We work towards excellence, conduct ourselves with high integrity, and take our work seriously, but not ourselves. Small Details. Big Difference. Find out how you can make a difference with a career at Society.

Society Insurance is seeking an experienced IT Service Desk Analyst to join our team. This position works to provide primary and secondary-level hardware and software support to Service/Help Desk operations. You will serve as the first point of contact for employees needing technical help. You will resolve hardware, software, account, access, and network issues. This role also supports onboarding, password resets, device setup, and routine maintenance.

About The Role

• Engages in the deployment, maintenance, upgrade, and support of all end-user IT systems, including telecommunications, laptops, thin clients, tablets, operating systems, hardware, software, peripherals, and other equipment.
• Maintains user up-time and computing experiences through effective problem identification and resolution.
• Identifies, troubleshoots, resolves, and documents user and system issues via Service Now.
• Utilizes remote monitoring and management software to resolve customer requests.
• Responds to customer support request tickets, calls, texts, and emails.
• Updates Service Now ticket work notes, prioritizes work to resolve complex support customer issues, and collaborates with other team members and vendor support resources to resolve requests.
• Provides updates, status, and completion information.
• Interacts with internal clients on all levels to help resolve IT-related issues.
• Ensures users/customers are provided professional, courteous, and timely support and service.
• Drives standards and best practices and effectively fosters a culture of engagement.
• Recommends new approaches, policies, and procedures to effect continual improvements in efficiency of operations and services performed.

About Yo u

• You are service-oriented and driven to support others.
• You plan and prioritize your workload with ease.
• You enjoy researching and digging for answers to solve problems.
• You bring a keen eye for detail and accuracy to your work.
• You quickly diagnose and resolve issues.
• You balance multiple responsibilities while handling frequent interruptions.

What It Will Take

• Associate Degree in Computer Support or related field required.
• Minimum of 2 years of technical support experience required.
• CompTIA A+, CompTIA Network+, CITRIX and/or MCSA certification preferred.
• Experience in Windows servers and SQL servers preferred.
• Experience with network systems monitoring, reporting, and alerting processes preferred.
• Experience with IP PBX phone systems configuration and support preferred.

What Society Can Offer

• Comprehensive Benefits Package: Salary with bonus plan; health, dental, life, and vision insurance
• Retirement: Traditional or Roth 401(k) Defined Contribution Plan PLUS Profit-Sharing Plan
• Work-Life Balance: Company-paid holidays; flexible scheduling; PTO; telecommuting options
• Education: Career Coaching; company-paid courses; student loan and tuition reimbursement
• Community: Charitable Match; paid volunteer time; team sponsorships
• Wellness: Employee Assistance Program; health club reimbursement; wellness reimbursement

Society Insurance prohibits discrimination and harassment of any type against applicants and employees on the basis of race, color, religion, sex, national origin, age, handicap, disability, genetics, veteran status or military service, marital status or sexual orientation, gender identity or expression, or any other characteristic or status protected by federal, state or local laws. Society Insurance also provides reasonable accommodations to qualified individuals with disabilities in accordance with the requirements of the Americans With Disabilities Act and applicable state and local laws. Society Insurance is a drug-free workplace.