Support Analyst II

Socket.dev; Westbrook (ME); On-site; USD 61,000 - 113,000; Full time

Benefits offered by this job

Base salary range

Annual discretionary bonus

Robust benefits package

Job summary

Berkley Technology Services (BTS) seeks a Support Analyst II to deliver day-to-day technical support for hardware and software across units. You will diagnose issues, escalate when needed, and manage imaging, inventory, mobile support, and user documentation while contributing to outage remediation and process improvements.

Ideal candidates have 2+ years in Microsoft Exchange, Active Directory, and networking basics, with ITIL experience and comfort using AI-assisted tools as part of modern

Qualifications

• Excellent verbal and written communication skills.
• Excellent teamwork skills.
• Excellent analytical, reporting and documentation skills.
• Dedication to customer service.
• Excellent problem-solving skills including triage and rapid decision making.
• Ability to logically adapt in any customer service scenario.
• Ability to manage to resolution a severe and pervasive outage.
• Experience with ITSM tools, preferably ServiceNow.
• ITIL methodology experience.
• Undergraduate IT degree or equivalent experience.

Responsibilities

• Provide day-to-day technical support for hardware and software systems.
• Resolve and escalate complex incidents within SLA.
• Desktop and laptop imaging and inventory management.
• Mobile device setup and support.
• Documentation development and user FAQ creation.
• Generate daily incident, requests and survey reports.
• Coordinate outage remediation activities and root cause analysis.
• Cross-train team members and lead in projects.

Skills

Verbal communication

Written communication

Teamwork

Analytical skills

Documentation

Customer service

Problem solving

Triage & escalation

Adaptability

IT knowledge

Exchange knowledge

Active Directory

Networking basics

Cisco telephony

Windows OS

ITIL familiarity

AI-assisted tooling

Information technology degree

Education

Undergraduate degree in IT or related field

Tools

ServiceNow

VPN

Citrix

VDI

Job description

Company Details

Company URL: https://www.berkleytechnologyservices.com/

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.

Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand but proactively plan for the “What’s Next” in our industry and beyond.

With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.

Berkley Technology Services: Right Team, Right Technology, Simple and Secure.

Responsibilities

At Berkley Technology Services, we believe AI-assisted ways of working are becoming a foundational part of how excellent delivery work gets done - much like the way digital communication tools did a generation ago. We expect every member of our team to actively integrate AI tools into their daily work, not as a substitute for expertise, but as a natural extension of it. Candidates who bring genuine curiosity about AI, and a demonstrated habit of using it to work smarter, will find themselves at home here.

The Support Analyst II is responsible for providing day-to-day technical support to customers for a range of hardware and software related systems. They are responsible for resolving and/or escalating complex and unique technical incidents as well as fulfilling service requests within specified SLA’s. They will respond to and diagnoses problems through discussion with users, which includes trouble shooting, fault rectification and problem escalation. They provide effective and timely resolution of users’ problems, queries or complaints. Their daily responsibilities also encompass desktop and laptop imaging, desktop and laptop inventory management, mobile device setup and support (including smartphones and tablets), documentation development and customer facing FAQ guidelines, report generation of daily incident, requests, telephony and associated survey responses. They are also responsible for outage tasks such as the coordination of widespread severe incident remediation activities. They will cross‑train other team members and take on a leadership role in various projects.

• Support Analyst will be logged in at all times to answer calls, and monitor self‑service queues and requests.
• Provide complex and unique technical troubleshooting assistance to customers across all business units.
• Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
• Assess situations and recognize when escalation is needed and/or required.
• Manage and triage multiple incoming priorities effectively by understanding customer needs and meeting service level requirements.

Qualifications

• Excellent verbal and written communication skills
• Excellent teamwork skills
• Excellent analytical, reporting and documentation skills
• Dedication to customer service
• Excellent problem‑solving skills including triage and rapid decision making
• Ability to logically adapt in any customer service scenario
• Ability to manage to resolution a severe and pervasive outage
• A minimum of 2 years of demonstrated working knowledge of Microsoft Exchange environment (preferred)
• A minimum of 2 years of demonstrated working knowledge of Active Directory administration (preferred)
• A minimum of 2 years of demonstrated working knowledge of networking monitoring tools and basic troubleshooting (preferred)
• A minimum of 2 years of demonstrated working knowledge of CISCO telephony and associated troubleshooting (preferred)
• Working knowledge of Windows 7, Windows 10, Microsoft Office Suite, Active Directory, VPN, Citrix, VDI, networking and remote tools.
• Demonstrated experience with IT Service Management tools, with a strong preference for Service Now
• Experience working within an ITIL methodology
• Demonstrated comfort using AI-assisted tools in a professional context;approaches AI as a standard part of modern workflow rather than a specialized or optional capability
• Undergraduate degree in an Information Technology discipline is preferred; or equivalent combination of education and work experience

Behavioral Skill Competencies:

• Customer Service Oriented
• Critical Thinking
• Flexibility
• Technically Astute
• Action Oriented
• Active Learning

The Company is an equal employment opportunity employer.

Additional Company Details

The company offers a competitive compensation plan and robust benefits package for full time regular employees including:

• Base Salary Range: $60,830.00 to $112,970.00
• Eligible to participate in annual discretionary bonus
• Benefits include: Health, dental, vision, dental, life, disability, wellness, paid time off, 401(k) and profit‑sharing plans