Senior Site Support Analyst

Chubb; Philadelphia (Philadelphia County); On-site; USD 60,000 - 80,000; Full time

Job summary

Chubb is seeking a Senior Site Support Analyst to empower end-user productivity by resolving PC, mobile device, and peripheral issues. You will handle hardware repairs, software configurations, printers, and video conferencing tools while contributing to Office moves, hardware refreshes, and security projects.

You will train staff, document resolutions, and collaborate with vendors to resolve problems. A strong customer-service orientation and at least 6 years in technical support are required.

Qualifications

• At least 6 years of experience in a technical support or related role.
• Strong understanding of PC hardware and an interest in technology and end-user support.
• Microsoft Certified Desktop Support Technician certification a plus.
• Well versed in desktop tools including O365.
• Knowledge of Mac OS/Apple iOS.
• Experience setting up printers, monitors and IT cabling.
• Some experience with Active Directory beneficial.
• Ability to document processes and procedures.
• Superior customer service and interpersonal skills.
• Bachelor's degree in Information Technology, Computer Science, or a related discipline a plus.
• Certifications such as MCITP, MCP, CCNA, CompTIA Security+, ITIL Foundation (or higher) Certification a huge plus

Responsibilities

• Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products.
• Support users in their use of printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology.
• Serve as a key representative of IT for projects and initiatives such as Office Moves and Hardware Refreshes, Major Software Roll Outs, Desktop Migrations, and Security Implementations and Compliance issues.
• Train and guide staff on hardware and software usage.
• Ensure patch compliance for PCs.
• Support of training and meeting room hardware and supporting users in scheduling and executing meetings and conference calls.
• Configure and build hardware; install and configure software based on user service requests.
• Document resolution to desktop issues, propose solutions to root cause problems.
• Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment.
• Interact with 3rd party vendors to drive and resolve specific technical problems.
• Manage new hire setups, including coordination and configuration of equipment.
• Assist with new hire orientations and onboard new users from a technology perspective.
• Document resolutions to desktop issues and propose solutions to root cause problems.
• Identify opportunities to improve, automate, or simplify processes or systems.
• Ensure standardization of End User Services to align the EUS catalogue of services globally.

Skills

PC hardware

O365

Mac OS / iOS

Active Directory

Customer service

Documentation

Communication

Education

Bachelor's degree in Information Technology, Computer Science, or related discipline

Certifications: MCITP, MCP, CCNA, CompTIA Security+, ITIL Foundation (or higher)

Tools

Office 365

Active Directory

Job description

Job Description

Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally through technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.

In support of this mission, we are looking for a Senior Site Support Analyst to assist employees, new hires and contractors with technical issues related to their PC’s, mobile devices, and peripherals. With us, your role will be broadly focused, with the exposure and opportunity to support hardware and software issues as well as upgrades related to desktop technology, will help develop, implement and enforce policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude.

In This Role, You Will

• Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products
• Support users in their use of printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
• Serve as a key representative of IT for projects and initiatives such as Office Moves, Real Estate Initiatives, and Hardware Refreshes, Major Software Roll Outs, Desktop Migrations, and Security Implementations and Compliance issues
• Train and guide staff on hardware and software usage
• Ensure patch compliance for PCs
• Support of training and meeting room hardware as well as supporting users in scheduling and executing meetings and conference calls
• Configure and build hardware; install and configure software based on user service requests
• Document resolution to desktop issues, propose solutions to root cause problems
• Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
• Interact with 3rd party vendors to drive and resolve specific technical problems
• Manage new hire setups, including coordination and configuration of equipment
• Assist with new hire orientations and onboard new users from a technology perspective
• Document resolutions to desktop issues and propose solutions to root cause problems
• Identify opportunities to improve, automate, or simplify processes or systems
• Ensure standardization of End User Services to align the EUS catalogue of services globally

Qualifications

• At least 6 years of experience in a technical support or related role
• Strong understanding of PC hardware skills and an interest and eagerness in technology and support for end users
• Microsoft Certified Desktop Support Technician certification a plus
• Well versed in desktop tools including O365
• Knowledge of Mac OS/Apple iOS
• Experience setting up printers, monitors and IT cabling
• Some experience with Active Directory beneficial
• Ability to document processes and procedures
• Superior customer service and interpersonal skills
• Ability to effectively communicate about technology
• Bachelor's degree in Information Technology, Computer Science, or a related discipline a plus
• Certifications such as Microsoft Certified Solutions Associate (MSCA), Microsoft Certified IT Professional (MCITP), Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), CompTIA Security+, ITIL Foundation (or higher) Certification, and/or (ICS)2 Certification a huge plus

About Us

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.