Senior Site Support Analyst

Chubb in; Philadelphia (Philadelphia County); On-site; USD 85,000 - 115,000; Full time

Job summary

Chubb is seeking a Senior Site Support Analyst to assist employees, new hires, and contractors with technical issues related to PCs, mobile devices, and peripherals.

You will support hardware and software issues, drive upgrades, and help implement end-user technology policies. The role requires strong customer service and the ability to work on cross-functional IT projects.

Qualifications

• At least 6 years of experience in a technical support or related role.
• Strong PC hardware skills and eagerness to support end users.
• Proficiency with desktop tools including Office 365.
• Experience with Mac OS and Apple iOS.
• Experience setting up printers, monitors and IT cabling.
• Ability to document processes and procedures.

Responsibilities

• Troubleshoot and remediate PC, peripheral, and mobile device issues for internal users.
• Support printers, scanners, and video conferencing equipment.
• Lead projects like Office Moves, Hardware Refreshes, and major software rollouts.
• Train staff on hardware and software usage and best practices.
• Ensure patch compliance for PCs and manage equipment inventories.

Skills

End user support

PC hardware

O365

Mac OS/iOS

Active Directory

Customer service

Staff training

Education

Bachelor's degree in IT/CS

Tools

MSCA

MCITP

MCP

CCNA

CompTIA Security+

ITIL Foundation

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
• 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.