IT Support Analyst

Reporting to the Director, Global Desktop Systems, the IT Support Analyst provides first and second-tier support for regional IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Attempts to resolve as many requests as possible during first contact, determines urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Escalates complex issues to senior team members or to appropriate next level technical, professional, or service personnel for repairs, training, and follow up. Provides customer oriented follow-ups in a courteous, efficient and timely manner. Records, dispatches and closes service requests using Service Now software. Is a key role in internal change management, process improvement, purchasing and communications procedures.

What you will do

• Maintain high customer satisfaction by representing IT courteously, professionally, and effectively to the rest of the organization.
• Responsible for first and second level support of IT systems in the region, including PC's, printers, servers, and related IT equipment
• Responsible for coordinating support of office building related IT issues such as network room power, UPS, HVAC, telephony and collaborative tools such as video conferencing
• Clearly document and effectively prioritize client requests into RGA ticket management software
• Provide first level troubleshooting for VoIP phone and network communications
• Escalate & dispatch to senior level support
• Troubleshoot daily problems and provide onsite and remote support
• Install software, desktop/laptops systems and peripherals
• Update documentation & provide training
• Maintain and organize inventories
• Manage, organize, and update support documentation, knowledge base and provide basic training
• Follows standard operating procedures & policies
• Will need to perform onsite in-office support for a minimum of 3 days a week
• Other appropriate IT tasks as requested or required by Global Technology

• Post-Secondary Education graduate
• 2+ years technology/desktop support experience
• Excellent communication skills, * Proficient with Windows desktop environment (Win 11 & Microsoft Office Suite)
• Proficient with:

• Basic TCP/IP networking
• VoIP Telephony
• Windows Server environment administration (AD, Exchange)
• Mobile device support - iPhone
• Printer technologies
• Video conference & meeting room technology
• Dell workstation hardware

• Excellent communication & organizational skills
• Strong troubleshooting and problem-solving skills
• Ability to work well as part of a global team and build collaborative relationships
• Ability to work well independently and be proactive with task and time management
• Very strong telephone and customer service skills
• Very strong analytical and problem-solving skills
• Availability to work overtime, as required
• A+, Network & Microsoft Certified Desktop Support Technician (preferred)
• Working knowledge of ServiceNow preferred
• Ability to travel to other RGA locations as required

What you can expect from RGA:

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
• Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
• Join the bright and creative minds of RGA, and experience vast, endless career potential.

RGA is a purpose-driven organization working to solve today's challenges through innovation and collaboration. A Fortune 200 Company and listed among its World's Most Admired Companies, we're the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all., We're excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience-without considering name, gender, or other personal details-and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.