Desktop Support - Integon

Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more.

Job Description
The Desktop Support professional provides technical IT support for incident and problem management in a hybrid enterprise environment. Responsibilities include working directly with end users to troubleshoot reported issues, diagnose hardware and software incidents, perform network and printer diagnostics, and fulfill request-based services such as OS and software installations, moves, adds, and changes. This role also supports system status monitoring and provides basic video and audio-conferencing end-user assistance.

• Diagnose and resolve complex hardware and software issues with minimal supervision.
• Support desktop applications, system configurations, and network connectivity (LAN/WAN/VPN).
• Perform root cause analysis on recurring incidents and contribute to preventative strategies.
• Install and test custom and enterprise software in compliance with IT standards.
• Execute data backup and recovery procedures and support business continuity.
• Maintain accurate documentation in ITSM/ticketing systems (e.g., ServiceNow, Jira).
• Ensure compliance with corporate IT policies and governance standards.
• Collaborate with cross-functional teams to resolve complex issues and align IT support with business needs.
• Maintain and update IT asset records and service tickets in line with ITIL best practices.
• Proactively suggest system or workflow improvements based on user trends or recurring issues.

• Bachelor's degree in Information Technology, Computer Science, or a related field (preferred).
• 4+ years of experience in IT or desktop support within a corporate environment.
• Hands-on experience in Level 2 support, including issue escalation and resolution.

• Strong diagnostic and structured problem-solving skills.
• Familiarity with IT service management tools (e.g., ServiceNow, Jira).
• Clear communication and documentation abilities.
• Demonstrated ability to prioritize and make informed decisions in a business context.
• Comfortable working in hybrid (onsite/remote) user environments with varied demands.
• Experience working in compliance-oriented or enterprise environments.