Operations Support Analyst

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General Summary:

Unum is hiring an Operations Support Analyst to provide hands-on technical support for internal infrastructure systems through our Tech Lounge and Deskside services. This role ensures business continuity by troubleshooting and resolving hardware, software, and system issues. Responsibilities include responding to service requests and incidents, performing root cause analysis, and delivering timely solutions. The role follows established procedures while contributing to process improvements.

This position supports work of simple to moderate complexity and requires solid technical knowledge of infrastructure services. Regular guidance is provided by senior team members, including Operations Support Analysts, Infrastructure Engineers, and Service Managers. Operating at a tactical level, the analyst helps internal customers utilize the right infrastructure solutions effectively.

Principal Duties and Responsibilities

• Partners with Manager, other Operation Support Analysts, and Infrastructure Engineer(s) on the operational aspects of associated services to meet or exceed committed service levels.

• Executes the operation, reporting and continuous improvement of the services and functions required to deliver and support infrastructure services and products to meet the needs of the business.

• Performs processes to ensure the stability, capacity and performance of associated services and functions. Addresses and adjusts services as needed to maintain or exceed service levels to business.

• For accountable services, partners with the IT organizations responsible for ITIL service management based processes associated with Incident, Problem, Change, Availability, and Release Management.

• Works as part of a team that leverages agile approaches to meet business needs at an accelerated pace.

• In partnership with senior operations support analysts, identifies, documents and resolves infrastructure issues affecting computing service users.

• Under general direction, develops and implements technical solutions for issues that are of a simple to moderate complexity.

• Understands the existing departmental/unit/functional processes and procedures.

• Understands workflow, process inputs and outputs, dependencies, etc. specific to their role.

• Organizes time and information in a manner conducive to a high level of personal productivity; able to multi-task in an environment driven by time-constrained deliverables.

• Adapts to change and works effectively in a dynamic environment.

• Performs other duties as assigned.

Job Specifications

• Bachelors degree preferred, or equivalent experience

• Has excellent communication skills and proactively follows up on IT service requests and problem tickets until customer confirms resolution

• Provides timely feedback to end users on their IT service requests and problem tickets

• Resolves desktop issues with various operating systems (Windows)

• Provides installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, printers, and computer peripherals

• Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies

• Participates in development and support of business continuity planning activities

• Supports and troubleshoots for video conferencing and presentation services

• Provides mobile device support for iOS

• Able to facilitate timely routing and /escalation of IT issues and service requests to the appropriate points of contact

• Provides technical support and training to end users. Nice to have Azure, AVD, VMware, Google Chrome, Edge, Zscaler, and CrowdStrike.

• Maintains current knowledge of relevant technology as assigned

• Participates in a variety of projects as required

• Demonstrated hands-on experience with ITSM tools (ServiceNow)

• Demonstrated hands-on experience with operating systems (Windows, Mac, and others)

• Able to adapt to changing work priorities in a fast-paced environment while maintaining a positive, professional attitude

#LI-AS3

~IN1

Our company is built on helping individuals and families, and this starts with our employees. We want employees to maintain a positive balance, which is why we provide access to the benefits and resources they need to invest in themselves. From our onsite fitness facilities and generous paid time off to employee professional development programs, we are committed to helping employees live and work their best - both inside and outside the office.

Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to a person's race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.
$45,000.00-$79,800.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company:
Unum