Senior Operations Support Analyst - Portland

Our Fortune 500 company is driving a digital transformation and looking for forward-thinking innovators to disrupt how our industry thinks about and uses technology. As one of the world's leading employee benefits providers, we help millions of people gain affordable access to benefits that help them protect their families, their finances and their futures.

Are you an asker of questions, a solver of problems, and a challenger of the status quo? Our mission is to provide a differentiated customer experience and exceed the expectations people have of technology at any company - not just insurers.

We are seeking individuals to join our team of talented IT professionals who share never-ending passion and an unwavering focus on our customer experience. Team members comfortable working in an agile, fast-paced, and delivery-focused environment thrive in our environment where we value an entrepreneurial spirit and those who challenge the status-quo.

Unum is changing, and we're excited about what's next. Join us.

General Summary:
Job Description:
UNUM is looking to add an entry to senior level technical support person to the current team. This will be an onsite role here in our home office located in Portland Maine. This person should be skilled building/setting up Mac and PC equipment for new employees as well as refreshing/replacing current out of life cycle equipment. Including hands on contact throughout the refresh to ensure all goes well. Our environment consists of Dell peripherals with Windows, MS Office suite. The Technician should have a great customer service mind set and be able to provide white glove support to all in need.

In the first 90 days the candidate will begin to learn our process, using this time to better understand how to setup various equipment we use and track out of life products. They will learn more about troubleshooting software and hardware issues, configurations, testing, and implementations to meet operational objectives. Light response to service requests and incident calls when needed for technical assistance including research and resolution.

It would be ideal but not required for the technician to be proficient in more than one of the following services:• Microsoft desktop/laptop environment (Windows 10 / Office Products / O365)• Workstation Infrastructure and End-user Environment • Unified Communications Maintenance and Refresh • Rich Media Maintenance and Refresh• End-user Services Request Fulfillment• Workstation & Printer Maintenance and Refresh• Enrollment Workstation Support, Maintenance and Refresh • ITIL Process Guidelines as defined at Unum (e.g. Change, Incident, Problem, Knowledge, etc.)

Job Specifications

• Bachelors degree preferred, or equivalent experience required
• Maintains equipment stock, ordering and invoicing
• Has an excellent communication skill 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) both physical and virtual
• Provides installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, networks, printers, and computer peripherals
• Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies
• Provides technical support and training to end users when needed
• Maintains current knowledge of relevant technology as assigned
• Participates in a variety of projects as required
• 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-JR1

#LI-Remote

#LI-Multi

~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.

Company:
Unum