Desktop Analyst 1

Pan-American Life Insurance Group (PALIG) is seeking a Desktop Analyst I to join our IT Infrastructure team. This role serves as the initial point of contact for technology service requests and problem resolution across the organization., Technical Support & Customer Service

• Serve as the primary technical point of contact for PALIG employees
• Demonstrate a friendly, professional, and helpful customer service approach
• Resolve technical issues by actively listening, researching, identifying root causes, and recommending solutions
• Coordinate with other IT teams when escalation is required and follow through to final resolution

Employee & Contingent Worker Support

• Initiate and coordinate onboarding and offboarding processes for employees and contingent workers
• Set up, configure, deploy, and support physical desktop and laptops, virtual desktops, phones, smartphones, tablets, two-factor authentication, and other mobile devices

Ticket Management

• Adhere to departmental standards for opening, updating, escalating, and closing tickets within the Help Desk ticketing system

Hardware & Software Inventory

• Maintain accurate hardware and software inventory records for company assets
• Ensure strict enforcement of software licensing compliance

Profile & Access Management

• Unlock user accounts as needed
• Provision and remove system access in accordance with approved ticket and security processes

The Desktop Analyst I must demonstrate strong customer service skills combined with a solid technical foundation in desktop operating systems, applications, networking infrastructure, and troubleshooting. This position supports both technical and non-technical users in a dynamic, service-oriented environment., * Associate’s or Bachelor’s degree in Computer Science or a related field, or an additional two (2) years of relevant experience in lieu of a degree

• 0-1 year of desktop support experience
• Strong working knowledge of current Microsoft Windows desktop operating systems
• Experience supporting VMware View/Horizon virtual desktops

Preferred:

• Knowledge of VMware View/Horizon virtual desktops, Cisco phone setup and configuration, networking fundamentals (TCP/IP, DHCP, DNS), Intune, Microsoft Entra, Active Directory, Windows Server, AV systems, and mobile device support
• Experience with IT Service Management (ITSM) tools such as ServiceNow
• Basic understanding of ITIL processes
• Relevant certifications including Microsoft Certified Professional (MCP), Microsoft Certified Desktop Support Technician (MCDST), CompTIA A+, or HDI Desktop Support Technician (HDI-DST)

Knowledge, Skills & Abilities (KSAs):

• Strong interpersonal skills with the ability to build effective relationships across diverse audiences
• Ability to manage competing priorities and multiple tasks simultaneously
• Proven self-starter with the ability to learn new procedures and take ownership of assignments
• Dependable, organized, and able to meet tight deadlines
• Strong attention to detail with logical and structured problem-solving abilities
• Positive, creative, and energetic team player who can also work independently
• Demonstrated learning agility and willingness to adopt new technologies
• Ability to translate vague or non-technical problem descriptions into effective solutions

• Competitive compensation package including base salary and bonus eligibility
• Comprehensive benefits package including medical and dental insurance, 401(k) retirement plan, paid time off, and tuition reimbursement
• Medical and dental coverage effective the first of the month following 30 days of service
• Hybrid work opportunities

Pan-American Life Insurance Group (PALIG) serves the life, accident, and health insurance needs of individuals and businesses across 49 U.S. states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands through its U.S.-based member companies-Pan-American Life Insurance Company and Pan-American Assurance Company.

At PALIG, our employees are our greatest asset. We value collaboration, trust, and the confidence of our policyholders. Our long-standing commitment to excellence continues to drive our success.

Pan-American Life is an Equal Opportunity Employer and a Drug-Free Workplace.