Senior Site Support Analyst
About the role
Chubb’s Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally through technology programs, deliveries, and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.
In this role, you will assist employees, new hires, and contractors with technical issues related to their PCs, mobile devices, and peripherals. You will support hardware and software issues, upgrades related to desktop technology, develop and enforce policies and procedures, and deliver excellent customer service.
Responsibilities
- Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications, including all Microsoft products
- Support users in their use of printers, digital scanners, smart devices, meeting room scheduling, and video conferencing technology
- Serve as a key representative of IT for projects and initiatives such as office moves, real estate initiatives, hardware refreshes, major software rollouts, desktop migrations, and security implementations and compliance issues
- Train and guide staff on hardware and software usage
- Ensure patch compliance for PCs
- Support training and meeting room hardware, as well as assist users in scheduling and executing meetings and conference calls
- Configure and build hardware; install and configure software based on user service requests
- Document resolution to desktop issues and propose solutions to root cause problems
- Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
- Interact with 3rd party vendors to drive and resolve specific technical problems
- Manage new hire setups, including coordination and configuration of equipment
- Assist with new hire orientations and onboard new users from a technology perspective
- Identify opportunities to improve, automate, or simplify processes or systems
- Ensure standardization of End User Services to align the EUS catalogue of services globally
Requirements
- At least 6 years of experience in a technical support or related role
- Strong understanding of PC hardware and an interest and eagerness in technology and support for end users
- Well-versed in desktop tools including O365
- Knowledge of Mac OS/Apple iOS
- Experience setting up printers, monitors, and IT cabling
- Some experience with Active Directory (beneficial)
- Ability to document processes and procedures
- Superior customer service and interpersonal skills
- Ability to effectively communicate about technology
Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related discipline (a plus)
- Microsoft Certified Desktop Support Technician certification (a plus)
- Certifications such as Microsoft Certified Solutions Associate (MSCA), Microsoft Certified IT Professional (MCITP), Microsoft Certified Professional (MCP), Cisco Certified Network Associate (CCNA), CompTIA Security+, ITIL Foundation (or higher) Certification, and/or (ICS)2 Certification (a huge plus)
About Us
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise, and local operations globally.