IT Service Desk Associate: Strategic Support & Customer Care

The Jackson National Life Insurance Company; Lansing (MI); Presencial; USD 42.000 - 66.000; Tempo integral

Benefícios oferecidos por esta vaga

Health and welfare benefits

401(k) retirement plan

Adoption assistance

Resumo da vaga

The Jackson National Life Insurance Company is seeking a Strategic Support Associate to join its Service Desk team. This role acts as the central contact between users and IT, handling incidents, service requests, and communications to keep operations smooth and secure.

Monday–Friday, 7:00 am–7:00 pm EST, with a 4-hour minimum shift and a weekly 29-hour cap. Responsibilities include logging requests, diagnosing issues across hardware and software, and maintaining strong relationships with

Qualificações

• Enrolled in a 2 or 4 year program focused on information technology, computer science, or cybersecurity preferred.
• Internship or IT support experience is advantageous.
• Experience with IT hardware, software, desktops and networks is preferred.

Responsabilidades

• Receive, log, and manage incoming service requests and incidents via phone, email, or ticketing system.
• Diagnose and resolve technical issues related to hardware, software, network connectivity, and user access.
• Triage requests to Level 2/3 and escalate as needed.
• Maintain occupancy targets and provide courteous, professional support to all users.
• Update knowledge base and document common issues and solutions.
• Record detailed information in the service management system and generate reports as required.

Conhecimentos

Customer service

Communication

Teamwork

Problem-solving

Time management

Attention to detail

Technical aptitude

Learning mindset

Multi-tasking

Adaptability

Formação

Information technology or cybersecurity program (2- or 4-year)

Ferramentas

Active Directory

Office 365

Windows 10/11

Mobile devices (iPhone/iPad, Android)

Mac OS

Descrição da vaga

The Jackson National Life Insurance Company is seeking a Strategic Support Associate to join its Service Desk team. This role acts as the central contact between users and IT, handling incidents, service requests, and communications to keep operations smooth and secure.

Monday–Friday, 7:00 am–7:00 pm EST, with a 4-hour minimum shift and a weekly 29-hour cap. Responsibilities include logging requests, diagnosing issues across hardware and software, and maintaining strong relationships with