Sr Support Technician

Mutual of Omaha; Omaha (NE); On-site; USD 90,000 - 105,000; Full time

Benefits offered by this job

401(k) plan with 2% company contrib. &

6% company match

Vacation & paid holidays

Bonus opportunity

Job summary

Mutual of Omaha seeks a Senior Support Technician to lead installation, maintenance and troubleshooting of desktop and application systems on-site. You will partner with senior leaders to define requirements and deliver strategic tech solutions for the campus and future headquarters.

The role emphasizes mentoring teams, ensuring security, and driving high-quality support for associates and executives in a hybrid work environment at our Omaha home office.

Qualifications

• Extensive troubleshooting of hardware, software and delivery systems.
• Strong customer service skills with executives and associates.
• Experience guiding strategic tech solutions and planning.
• Ability to mentor teams and work in a matrix environment.

Responsibilities

• Lead and manage technology solutions by gathering requirements and analyzing root causes.
• Install, configure, maintain, and troubleshoot desktop and application delivery systems.
• Support capacity planning, performance analysis, and strategic direction for tech solutions.
• Ensure compliance and security through policy adherence and data protection.
• Mentor technical teams and collaborate across functions in a matrix setup.

Skills

Troubleshooting

Customer service

Strategic planning

Mentoring/leadership

Desktop/application delivery systems

Education

Bachelor's in Computer Science or equivalent IT systems/engineering

Job description

Are you a seasoned IT professional with a knack for resolving complex tech challenges? On this team, we connect with our associates to provide them frictionless technology experiences on-site, delivering high-quality service across a variety of domains. This team will serve the current campus, and our future headquarters.

As a Senior Support Technician, you'll lead the installation, maintenance, and troubleshooting of advanced desktop and application systems. Collaborate with senior partners, support associates and executives with top-notch service, and use your expertise to guide strategic tech solutions.

WHAT WE CAN OFFER YOU:

• Estimated Salary: $90,000 - $105,000 plus annual bonus opportunity.
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

WHAT YOU'LL DO:

• Lead and manage technology solutions: Act as a liaison with senior business partners to understand needs, direct requirements gathering, and perform complex root cause analysis to develop and deliver appropriate solutions and strategies.
• Oversee installation and maintenance of systems: Install, configure, maintain, and troubleshoot desktop and application delivery technologies and systems, ensuring the stability and performance of application and desktop environments
• Participate in strategic planning and performance analysis: Engage in capacity planning, demand forecasting, software performance analysis, system tuning, and provide input into the strategic and tactical direction for technology solutions
• Ensure compliance and security: Adhere to Change Management, Incident Management, and Configuration Management policies, while ensuring appropriate security and privacy measures are implemented to protect company data.
• Mentor technical teams: Provide leadership by mentoring others, acting as a technical subject matter expert in projects, and effectively collaborating in a matrix environment to foster a balanced organization with complementary skills .

WHAT YOU’LL BRING:

• Expert troubleshooting and technology platform knowledge: Possess vast experience with technology products and platforms, with advanced skills in identifying and resolving issues in real-time related to computer hardware, software, and desktop/application delivery systems.
• Advanced customer service and communication skills: Ability to communicate in person effectively with customers, previous experience supporting associates and executives, serving them with a high level of professionalism, and working collaboratively within teams to obtain consensus and foster trust for win-win solutions.
• Strong operational and strategic planning capabilities: Demonstrate expert understanding of operational and tactical planning, utilizing Division, Area, and Team goals to prioritize work, guide actions, and anticipate downstream effects of technology implementation.
• Proficiency in process improvement and instruction: Deep knowledge of process improvement methodologies and expert skill in developing and delivering instruction and mentoring technical support staff.
• Comprehensive understanding of desktop and application delivery systems: Expert knowledge of these systems and sub-systems, combined with a strong educational background in Computer Science or equivalent IT systems/support engineering experience.
• Ability to work at our home office located in Omaha, Nebraska, in a hybrid environment.

If you have questions about your application or the hiring process, email our Talent Acquisition area at [e-mail]. Please allow at least one week from time of applying if you are checking on the status.