IT Support Analyst I

About the role

American Equity Investment Life Insurance Company is a leading provider of annuity solutions designed to help clients protect and grow retirement income. Part of Brookfield Wealth Solutions, we partner with more than 40,000 financial professionals and help fund over half a million retirements nationwide. The IT Service Center Analyst I ensures proper computer operation so that end users can accomplish business tasks, including receiving, prioritizing, documenting, and resolving end user help requests. This position is based in Des Moines and requires an onsite schedule.

Responsibilities

• Provides top-notch service to executive-level clients.
• Fields incoming requests from end users via telephone, in person, and chat in a timely manner.
• Records, tracks, and documents the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to final resolution.
• Prioritizes and schedules problems; escalates issues (when required) to the appropriately experienced analyst.
• Adds or updates knowledge articles in the knowledge base.
• Follows up with higher-level analysts on the status of escalated tickets.
• Applies diagnostic utilities to aid in troubleshooting.
• Accesses software updates, drivers, knowledge bases, and resources on the Internet to aid in problem resolution.
• Utilizes Change Control for the implementation of disruptive changes.
• Identifies and learns appropriate software and hardware used and supported by the organization.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Tests fixes to ensure the problem has been adequately resolved.
• Performs preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Develops knowledge base for end users.
• Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
• Performs hardware and software inventory tasks.

Requirements

• High school diploma or general education degree (GED); plus a minimum of 3 years of related experience; or equivalent combination of education and/or experience.
• Associates Degree preferred.
• Experience with desktop operating systems, including Windows 10, Windows 11, Linux, and macOS.
• Experience with Android and iOS devices.
• Extensive application support experience with Microsoft Office 2019 and Office 365.
• Experience working with ticketing systems for tracking issues.
• CompTIA A+, MCP, or other desktop certification.

Skills

• Strong knowledge of basic computer hardware, including PCs, peripherals, and printers.
• Strong customer service orientation.
• Excellent verbal and written communication skills, including strong interpersonal skills with the ability to speak effectively in small group settings.
• Ability to identify and resolve problems in a timely manner by defining problems, troubleshooting, collecting data, establishing facts, and drawing valid conclusions.
• Takes initiative, follows through, and applies innovation in improving work processes.
• Ability to remain composed and exhibit professionalism in all types of situations.
• Ability to adapt to change, delays, and unexpected events.
• Ability to read and interpret documents such as instructions and procedure manuals.
• Mathematical skills and strong attention to detail.
• Ability to work cooperatively and successfully with co-employees within the company.
• Ability to successfully handle pressure and meet deadlines in a fast-paced work environment.
• Ability to handle multiple calls within short periods of time.
• Ability to travel 10% of the time.
• Ability to execute daily duties and responsibilities without direct supervision.

Physical Demands

• Ability to lift up to 10 lbs. of weight over 2/3 of the time.
• Ability to lift up to and over 50 lbs. of weight under 1/3 of the time.