IT Service Desk Analyst II

Amerisure Insurance Company; Farmington Hills (MI); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive total rewards package

Hybrid work schedule

Health and welfare benefits

Job summary

Amerisure Mutual Insurance Company in Farmington Hills, MI is hiring an IT Service Desk Analyst II for a hybrid role (3 days in-office, 2 from home). You will provide first/second-level IT support, troubleshoot hardware/software, and manage user provisioning while documenting issues and collaborating with IT teams.

The role emphasizes customer service, problem solving, and strong communication across all organizational levels, with a focus on maintaining IT processes and delivering timely

Qualifications

• 2 years of information technology experience, service desk preferred.
• Experience with Windows desktop OS, mobile OS, Microsoft Office Suite, and other IT systems.
• Experience with remote desktop tools and software.
• Demonstrated ability to build positive relationships with team members and external stakeholders.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Excellent problem solving, critical thinking and decision-making skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Experience with ITIL processes.
• Familiar with cloud computing concepts.

Responsibilities

• Provide first and second-level support by handling incoming queries and help requests from both internal and external customers per service level standards.
• Troubleshoot and resolve break-fix issues related to hardware, software, and network systems.
• Escalate issues to the appropriate subject matter expert and or management when necessary.
• Administer user provisioning and related access permissions.
• Document all calls and create detailed notes of the problems users are experiencing.
• Use service management knowledge base and other knowledge sources to generate solutions and resolve user problems.
• Collaborate with other IT teams on complex issues and projects.
• Follow up with end-users to ensure resolution and satisfaction.
• Participate in the maintenance and development of IT processes and procedures.

Skills

IT experience

Windows OS

Mobile OS

Microsoft Office

Remote desktop tools

ITIL processes

Cloud computing

Communication

Organizational skills

Problem solving

Interpersonal skills

Stakeholder management

Job description

Amerisure creates exceptional value for its partners, policyholders, and employees. As a property and casualty insurance company, Amerisure’s promise to our partner agencies and policyholders begins with a comprehensive line of insurance products designed to protect businesses, as well as the health and safety of every employee. With an A.M. Best “A” (Excellent) rating, Amerisure serves mid-sized commercial enterprises focused in construction, manufacturing and healthcare. Ranked as one of the top 100 Property & Casualty companies in the United States, we proudly manage nearly $1 Billion of Direct Written Premium and maintain $1.21 billion in surplus.

We are recruiting for an IT Service Desk Analyst II to join our team in Farmington Hills, MI. This is a hybrid position working 3 days in the office and 2 from home.

Position Summary:

The Analyst, IT Service Desk Level II is responsible for providing technical support to users by handling break-fix issues and managing user provisioning tasks. This role involves troubleshooting hardware and software problems, managing user accounts, and ensuring timely resolution of technical issues.

Responsibilities:

• Provide first and second-level support by handling incoming queries and help requests from both internal and external customers per service level standards.
• Troubleshoot and resolve break-fix issues related to hardware, software, and network systems.
• Escalate issues to the appropriate subject matter expert and or management when necessary.
• Administer user provisioning and related access permissions.
• Document all calls and create detailed notes of the problems users are experiencing.
• Use service management knowledge base and other knowledge sources to generate solutions and resolve user problems.
• Collaborate with other IT teams on complex issues and projects.
• Follow up with end-users to ensure resolution and satisfaction.
• Participate in the maintenance and development of IT processes and procedures.

Requirements:

• 2 years of information technology experience, service desk preferred.
• Experience with Windows desktop OS, mobile OS, Microsoft Office Suite, and other IT systems.
• Experience with remote desktop tools and software.
• Demonstrated ability to build positive relationships with team members and external stakeholders.
• Excellent organizational skills, including ability to multi-task and prioritize workload.
• Excellent problem solving, critical thinking and decision-making skills.
• Excellent interpersonal and communication skills with the ability to interact with all levels of the organization.
• Experience with ITIL processes.
• Familiar with cloud computing concepts.

#LI-CR1

Just as we are committed to creating exceptional value for our Partners For Success® agencies and policyholders, Amerisure also remains committed to being an employer of choice. We reinforce this commitment by adhering to an Employee Value Proposition that, in part, is provided through a competitive total rewards package. This package includes competitive base pay, performance-based incentive pay, comprehensive health and welfare benefits, a 401(k) savings plan with profit sharing, and generous paid time off programs. We also offer flexible work arrangements to promote work-life balance. Recognized as one of the Best and Brightest® Companies to Work For in the Nation and one of Business Insurance magazine’s Best Places to Work in Insurance, we provide a workplace that fosters excellence and professional growth. If you are looking for a collaborative and rewarding career, Amerisure is looking for you.

Amerisure Mutual Insurance Company is an Equal Employment Opportunity employer. Amerisure provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (to include sexual orientation and gender identity), national origin, age, disability, genetic information, veteran status, or any other protected characteristic under applicable federal, state, or local laws. Amerisure complies with all applicable laws governing nondiscrimination in employment in all locations where the company operates. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Amerisure prohibits harassment or discrimination of any kind and is committed to maintaining a workplace free from unlawful harassment or discrimination. Amerisure prohibits retaliation against anyone who reports discrimination, participates in an investigation, or opposes unlawful practices. Any improper interference with an employee’s ability to perform their job duties may result in disciplinary action, up to and including termination.