Strategic IT Service Desk Associate

The Jackson National Life Insurance Company; Lansing (MI); On-site; USD 22,000 - 30,000; Full time

Job summary

The Jackson National Life Insurance Company is seeking an internal Strategy Support Associate to join the Service Desk. You will handle incoming incidents, log requests, and provide technical support for hardware, software, and network access, ensuring timely resolutions and strong customer satisfaction.

The role supports IT Operations and collaborates with multiple teams, with weekday shifts and part-time hours. Strong communication and a proactive mindset are essential.

Qualifications

• Enrolled in a 2 or 4 year program focused on information technology, computer science, or cybersecurity preferred.
• Internship experience in IT or Security strongly preferred.
• Experience in IT support or computer networking strongly preferred.
• 1+ years broad experience with a variety of technology platforms including desktops, laptops, printers, peripherals, Windows 10/11, Active Directory, Office 365.

Responsibilities

• 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 support and escalate as needed.
• Maintain 85% occupancy for incoming calls and provide courteous, timely support.
• Update knowledge bases and document common issues and solutions.
• Generate reports on ticket trends and user satisfaction when required.

Tools

Windows 10/11

Active Directory

Office 365

Microsoft Project

Visio

PowerPoint

Word

Outlook

Excel

Job description

The Jackson National Life Insurance Company is seeking an internal Strategy Support Associate to join the Service Desk. You will handle incoming incidents, log requests, and provide technical support for hardware, software, and network access, ensuring timely resolutions and strong customer satisfaction.

The role supports IT Operations and collaborates with multiple teams, with weekday shifts and part-time hours. Strong communication and a proactive mindset are essential.