Technology Services Analyst — Hybrid IT Helpdesk

Nationwide; Des Moines (IA); Hybrid; USD 56,000 - 104,000; Full time

Benefits offered by this job

Medical/dental/vision

Life insurance

Disability coverage

Paid time off

9 holidays

401(k) with company match

Pension plan

Business casual attire

Job summary

Nationwide Technology is seeking a Technology Services Analyst to support and maintain applications, PCs, and infrastructure across environments. You will provide level 1 tech support by phone, web, and chat, resolve issues, document and escalate when needed, and work with cross-functional teams to drive timely solutions.

The role emphasizes secure engineering practices, customer advocacy for agents and associates, and participation in the PC lifecycle from procurement to retirement, with a

Qualifications

• Undergraduate studies in computer science, MIS or related field preferred.
• Technology certifications or designations are not required, but encouraged (i.e., AWS, Azure, scripting and development languages, delivery methods, security).
• One year or less of technology experience including some experience using basic levels of troubleshooting to fix a problem.
• Good communication skills, information security acumen and priority setting preferred. Insurance/financial services knowledge is a plus.

Responsibilities

• Serves as the first point of contact for associates and independent agents seeking technical assistance. Performs level 1 technical support to diagnose, analyze, research, and resolve technology equipment and application technical issues for users via phone, web, and chat channels.
• Documents, prioritizes, and escalates associate and agent issues that require handling by level 2 technology partners, ensuring level 2 teams have proper data to investigate and resolve user issues in a timely manner.
• Identifies and communicates immediate technology issue and incident trends that have the potential to cause large-scale service interruptions, allowing for timely Technology response.
• Applies secure software and systems engineering practices throughout the delivery lifecycle to ensure our data and technology solutions are protected from threats and vulnerabilities.
• Identifies high volume issues requiring root cause analysis from technology business partners to improve customer experience.
• Acts as a customer advocate within Technology when level 2 incident responses are rejected by associates or independent agents.
• Identifies and provides feedback on missing or incorrect knowledge articles to improve the documentation relied upon to assist associates and agents. This includes identifying solutions that can be converted to end user documentation, allowing the customer to find and administer self-help instructions.
• Responsible for the overall PC Lifecycle from acquisitions to retirement of Nationwide’s Hardware Assets, including Personal Computers (PC), monitors, and related items; such as data recovery, diagnostics of the PC, warranty repair, inventory management, and proper retrieval and disposal of Nationwide’s equipment.
• Responsible for inventory management and forecasting for PC peripherals (keyboards, mice, headsets, cameras, monitors) as well as logistics and fulfillment.

Skills

Good communication skills

Information security acumen

Priority setting

Insurance/financial services knowledge

Education

Undergraduate studies in computer science, MIS or related field

Tools

Agent Gateway Sales and Service (AGSS)

Agent Gateway Client Management (AGCM)

AgentCenter

PolicyCenter/Guidewire

Job description

Nationwide Technology is seeking a Technology Services Analyst to support and maintain applications, PCs, and infrastructure across environments. You will provide level 1 tech support by phone, web, and chat, resolve issues, document and escalate when needed, and work with cross-functional teams to drive timely solutions.

The role emphasizes secure engineering practices, customer advocacy for agents and associates, and participation in the PC lifecycle from procurement to retirement, with a