Mutual of America Financial Group
Job Title:End User Support Analyst
Location: Boca Raton, FL (Hybrid)
Who We Are:
Mutual of America Financial Group ("Mutual of America") has specialized in providing retirement plan products and services to small and mid-sized corporations and non-profit organizations since 1945. In support of Transformation efforts, the Customer Experience team seeks a talented Design Strategist / Service Designer.
Position Overview:
In this role you will provide superior SponsorConnect support to all clients and Mutual employees, and laptop, desktop and Virtual Desktop technical support to all Regional Offices and Home Office personnel through effective communications and application of troubleshooting techniques. You will be expected to demonstrate strong problem solving abilities, and proactively find solutions to various technical issues, demonstrating excellent customer service skills. This position requires working hybrid, a minimum of 3 days in our Boca Raton office weekly. Candidate must live within commutable distance to Boca Raton, FL or be willing to relocate.
Responsibilities of this position include the following:
Provide assistance and resolve technical problems via remote Help Desk support, using ServiceNow ticketing system. Includes assisting employees with questions regarding SponsorConnect, hardware/Virtual Desktop and software packages and applications; helping clients resolve SponsorConnect connectivity and associated browser-related issues; assisting clients with SponsorConnect questions.
Serve as the first point of contact for all desktop/laptop hardware, software, network and peripheral issues via phone and email.
Perform initial image creation, setup and deployment for standard desktop/laptop configurations.
Communicate the status of problems and resolutions to customers and managers.
Log issues and resolutions in the tracking system and follow up with users to ensure problems were fixed properly.
Assist the Manager, Solution Center with Desktop/Laptop related projects and other special projects as assigned.
Develop and maintain internal procedures and supporting documents.
Keep help desk team and Manager informed of significant problems and unexpected delays.
Requires Qualifications:
3+ years of experience providing desktop/laptop hardware/Virtual Desktop and software support to end-users, including 3 years experience with LAN, Internet technology and Microsoft Office products.
Experience with ServiceNow ticketing system.
Experience with Virtual Desktop and Windows applications including knowledge of M365.
Windows 7/10.
Outstanding problem-solving, communications, interpersonal, organizational and follow-up skills.
College degree preferred.
We offer a base salary and bonus potential in addition to outstanding benefits (which start on your first day of employment), including a comprehensive health plan, pension plan, 401(k) with company match, life insurance, vacation days and paid holidays.
Visitwww.mutualofamerica.com/careersfor additional details about life at Mutual of America. You can also follow us onTwitter:@mutualofamerica |Facebook:@mutualofamerica
Mutual of America Financial Group provides equal employment opportunity to all qualified employees and applicants for employment regardless of race, color, creed, religion, sex, pregnancy, national origin, ancestry, citizenship status, age, marital or partnership status, sexual orientation, gender identity or expression, disability, genetic predisposition, veteran or military status, or any other classification prohibited by applicable law.
Staff
