Client Technical Support Analyst

Summary

F&G is committed to helping Americans prepare for and live comfortably in their retirement. Through its subsidiaries, F&G is a leading provider of annuity and life insurance products. For nearly 60 years, we have offered annuity and life insurance products to those who are seeking safety, protection, and income solutions to meet their needs. 

The Client Technical Analyst will be responsible for senior level technical leadership, design, implementation, configuration, and maintenance of the company’s virtualized and physical IT architectures supporting both virtualized and physical desktop environments. It will include the participation in and oversight of the daily maintenance and administration of the company’s desktop related infrastructure and provide forward thinking strategies related to desktop related infrastructure for the company. This position will also be partially responsible for the maintenance of the company’s application infrastructure where necessary. This position will be expected to demonstrate leadership and mentor other less experienced engineers, as necessary. Solid communication and problem-solving skills are required

Duties and Responsibilities

The range of tasks to be performed may include, but may not be limited to, the following:

• Provide hardware, software, and application support for Windows and Mac devices
• Conduct desktop and laptop imaging and software deployment
• Respond to and solve customer support incidents using appropriate ITSM tools
• Assist in ensuring all F&G end user systems are compliant with required security standards
• Follow Standard Operating Procedures for desktop virtualization environments
• Follow F&G desktop related testing strategies and document results
• Diagnose and troubleshoot problems with the virtualization desktop environment
• Review, test, and deploy various software and application related updates through various deployment mechanisms and systems
• Support IT infrastructure project tasks and continue ongoing support as assigned

Experience and Education Requirements

• Associate degree (preferred emphasis in Computer Science or MIS) or equivalent experience
• In-depth understanding and working knowledge of desktop operating systems
• Understanding of desktop virtualization concepts and strategies
• 0-3 years of experience working within an IT organization in the financial services industry

Preferred Skills

• Understanding of VMware virtualization with a focus on VDI
• Understanding of application virtualization and application streaming concepts and strategies
• Experience delivering VDI to various types of endpoint devices
• Experience integrating and supporting Microsoft Windows in a VDI environment
• Solid technical background in desktop support on a Microsoft Windows network
• Solid knowledge of laptop, desktop, and peripheral hardware
• Solid knowledge of various incident ticketing systems

Skills and Abilities

• Strong customer service skills
• Organizational, communication, and time management skills
• Interpersonal and presentation skills for interacting with team members and business units
• Analytical, problem solving, and decision-making skills
• Ability to work in a team environment