AAI - IT Service Desk Analyst

Overview

Alera Group is looking for a IT Service Desk Analyst 1. We are seeking highly motivated colleagues who bring experience and enthusiasm to our team – joining us may be the perfect fit for you!

Alera Group was founded in 2017 and has grown to become the 14th largest broker of US business. We are passionate about our clients’ success in the areas of Employee Benefits, Property and Casualty Insurance, Retirement Plan Services, and Wealth Services. With a network of offices nationwide, our commitment to collaboration allows us to offer national resources combined with local service.

Technical Troubleshooting & Analysis

• Identity & Access Management: Troubleshoot identity issues beyond simple password resets; manage user accounts in Active Directory and Azure Active Directory, including unlocking accounts, managing security group membership, and resolving Multi-Factor Authentication (MFA) sync failures.
• Network Diagnostics: Perform first-level network troubleshooting in an enterprise environment. Diagnose LAN/WAN connectivity issues by isolating faults between the ISP, local hardware, and VPN client configuration.
• Application & VDI Support: Provide support for standard software/applications and various insurance management systems. specific focus on resolving incidents within O365 applications (Teams, Outlook, One Drive) and troubleshooting Virtual Desktop Infrastructure (VDI) latency or connection drops.
• Hardware Root Cause Analysis: Provide support for PCs and peripherals such as printers. Perform triage on hardware malfunctions (docking stations, monitors, USB conflicts) to determine if issues can be resolved via driver updates/configuration or require warranty replacement.

Operational Excellence & Documentation

• Ticket Lifecycle Management: Utilize the company’s ticket tracking system to document customer contacts, issues, and requests. Ensure all tickets contain detailed troubleshooting steps, error codes, and logic used before resolving or escalating.
• Escalation & Resolution: Ensure proper documentation, timely follow-up, appropriate escalation, and resolution of reported issues. Achieve first call resolution whenever possible by utilizing technical skills and the IT knowledgebase.
• Knowledge Sharing: Share knowledge with customers and colleagues by submitting detailed knowledge articles for publication to help reduce recurring incidents.
• Service Level Adherence: Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement (SLA) expectations.
• Schedule Flexibility: Work a flexible schedule, including on-call support as needed to support business operations.

• Experience: 1-2 years of relevant experience in an IT support role.
• Certifications: HDI SCA or CSR, Network+ and/or A+ Certification preferred.
• Core Technical
  
  Skills:
  
  
  • Strong understanding of common desktop operating systems, software, and hardware products.
  • Proficiency with VDIs and O365 applications.
  • Solid understanding of Active Directory and/or Azure Active Directory.
• Network Knowledge: Experience performing basic network troubleshooting in an enterprise environment is required.
• Bonus
  
  Skills:
  
  Basic understanding of Microsoft Exchange is a plus.

Alera Group offers comprehensive benefits to our colleagues, including medical, dental, life and disability insurance, 401k, generous paid time off and much more.

Salary range is $50K to 65K per year.

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status, or any other protected class.

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