Sr. Customer Support Analyst - LIU US Region IT Customer Service
Liberty Mutual - New York, NY

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Advance your Information Technology (IT) career at Liberty International Underwriters, a subsidiary of Liberty Mutual Insurance- A Fortune 100 Company.

LIU US Regoin IT Customer Serivce is actively searching for an experienced Sr. Customer Support Analyst who has the ability to perform general maintenance tasks, troubleshoot and repair computer systems and peripheral equipment. In this in position, you will, under general direction, provide consultation to business area management and staff at the highest technical level for all aspects of end user computing and PC/Workstation based LAN systems software and hardware. Provides technical support and guidance to client and systems areas through consulting, teaching and publication of documentation. Monitors project status from start to completion. Coordinates the purchase of selected vendor hardware and software.

Most importantly, you'll be engaged in meaningful work for an organization that is committed to "helping people live safer, more secure lives" every day.

Responsibilities:
Provides customer-facing support within a business office for all aspects of end user computing and network-based PC/workstation systems software and hardware.

Performs complex maintenance tasks, troubleshoots and repairs computer systems and peripheral equipment; documents and applies standard solutions.

Performs troubleshooting and diagnosis of complex desktop computing software incidents; documents and applies standard solutions.

Collaborates with level three support staff in troubleshooting, diagnosis and developing resolutions for complex issues; coordinates staff testing and implementation of solutions.

Acts as technical resource for L2 staff in troubleshooting, diagnosing and resolving complex incidents for all aspects of end user computing and network-based PC/workstation systems software and hardware.

Ensures continued availability and reliability of the desktop computing environment within a business office by proactively monitoring performance and responding appropriately to deviations from expectation

Consults with IT staff on the usage of end user computing systems and network-based PC/workstation software and hardware, systems security, recovery and back-up procedures.

Provides consultation to business area management and staff at the highest technical level for all aspects of end user computing and network-based PC/workstation systems software and hardware.

Provides technical support and guidance to client and systems areas through consulting, teaching and publication of documentation.

Conducts trending of reported incidents, conducts root cause analysis and develops recommended solutions.

Evaluates, maintains, modifies and documents PC application packages, including remote connectivity products, participates in the testing and evaluation of new PC packages, implements prototypes, and consults with clients on selection of packages and equipment.

Provides guidance to business area management in the purchase of selected vendor hardware and software. Performs related duties as assigned or requested.

Participates in, and may lead, projects relating to the development and implementation of new products and product lifecycle upgrades.

Supports corporate real estate initiatives within a business office.

Identifies opportunities for and leads process improvement initiatives.

Performs related duties as assigned or requested.

Qualifications:
Bachelor degree in Computer Science or a related discipline and at least 3 years programming and analysis experience in end user computing and network-based PC/workstation applications, including remote connectivity products, or an equivalent combination of education and work experience. Requires an in-depth knowledge of end user computing systems and hardware, client functions and applications, excellent consultative and communication skills, analytical ability, decisiveness, strong judgment, and the ability to work effectively with client and other IT management and staff.

Benefits:
We recognize that talented people are attracted to companies that provide competitive pay, comprehensive benefits packages and outstanding advancement opportunities. For this reason we offer a Comprehensive Benefits Plan that includes the following:

401K and Company paid pension plan

Medical coverage

Dental coverage

Paid time-off

Pay-for-Performance

Discounts on automobile and homeowner's insurance

Discount fitness memberships

Flexible spending accounts

Tuition reimbursement

Vision care coverage

Work/Life resources

Credit Union membership

Employee and Dependent life insurance

Disability insurance

Accidental death & dismemberment insurance

Liberty Mutual - 19 months ago - save job - block
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