CapSpecialty
  • - IT - Infrastructure
  • Middleton, WI, USA
  • $70,000.00-$95,000.00
  • Salary
  • Full Time
  • Medical, Dental, Vision,Open Vacation Plan; Matching 401(k); Co. Paid Life Ins, STD, LTD; Generous Paid Sick & Family Bonding Leave; Tuition & Educational Reimbursements

Senior Support Analyst

Middleton, WI

Want to join an exciting and collaborative company that offers competitive compensation and benefits packages – including an innovative open vacation plan; generous paid sick and family bonding leave; fully vested matching 401k; Company Paid Life Insurance, Short Term & Long Term Disability plans; professional and educational growth opportunities, flexible and casual work environment, and recognition for exceptional performance?

CapSpecialty is seeking a Senior Support Analyst who provides technical support to end users on a variety of IT-related issues; may include resolution of more complex issues. Identifies, analyzes, researches, and resolves technical issues related to computer hardware and software, network devices, network security, communications, and remote computing.  Provides one-on-one training and documentation relating to software and hardware usage, policies, procedures, and employee onboarding. Assists in the research, testing, packaging, and deployment of new technologies and software for IT and/or business users. Guides and trains other support team members on technologies being utilized.

Duties/Responsibilities:

  • Follow documented procedures and standards, and apply logical analytics to understand, identify, and resolve technical issues related to computer devices, software, network devices, network security, communications, and remote computing. 
  • Document, troubleshoot and resolve, and/or escalate incidents to ensure a timely resolution. Follow-up with end users as needed to ensure satisfactory resolution of incidents.
  • Maximize the use of existing technologies through analysis, testing, and modification to ensure technologies are used in the most effective and efficient way.  Coordinate with appropriate staff to ensure implementation and training of new technology meets the needs of our customers. May coordinate with management on the research, testing, and implementation of new solutions.
  • Provide guidance to team members to ensure there is adequate coverage and the efficiency of the Help Desk is maintained. 
  • Effectively prioritize work requests and resolve and/or escalate work requests to proper IT staff.  Ensure that the success of the team and its support of the company is priority.
  • Educate employees on technical devices and/or application usage by writing documentation and/or providing informal training. 
  • Provide IT-related orientation for new employees as part of the corporate onboarding program.
  • Learn, maintain, and support technologies used to manage CapSpecialty's IT environment such as: LANsweeper, Cortex XDR, Microsoft Endpoint Configuration Manager (patching and application deployment), etc.
  • Other tasks as assigned.

Supervisory Responsibilities:

None.

Core Competencies:

  • Excellent communication skills, a composed demeanor, and patience.  
  • Ability to manage difficult customer situations, elicit customer feedback, analyze, and resolve complex customer issues. 
  • Advanced knowledge of Microsoft software products, computing hardware, software, and network devices. 
  • Zoom system knowledge and training background a plus. 
  • A strong understanding of Microsoft Active Directory, Office365 and Windows operating systems needed. 
  • Ability to manage and administer software distribution solutions such as Microsoft's Endpoint Configuration Manager is a plus.

Education and Experience:

  • Associate degree in computer related field, or equivalent.
  • 3+ years of related experience with a demonstrated, proven record of excelling in roles associated with direct customer-facing and deskside technical support. 
  • Microsoft 365 Endpoint Administrator Associate certification is preferred.
  • Microsoft Certified Professional (MCP) or Microsoft Certified System Engineer (MCSE) certification is a plus.
  • Strong decision-making skills, understanding how to prioritize work and the ability to multitask are required. 
  • Consistent level of commitment showing initiative and the desire to provide the best customer support possible is mandatory. 

Physical Demands:

  • Prolonged periods of sitting at a desk and working on a phone and computer.
  • Ability to lift equipment that may exceed 50 lbs.

FLEXIBILITY WITH WORK SCHEDULE WILL BE REQUIRED, INCLUDING POSSIBLE ROTATIONS WITH EARLY START TIMES, LATE EVENINGS, AND/OR WEEKEND COVERAGE.

 

CapSpecialty is a leading provider of specialty insurance and bonds for small- to mid-sized businesses in the U.S., offering commercial Casualty, Professional Liability, Surety and Fidelity products in all 50 states and the District of Columbia.  By working with select partners through a limited distribution model, CapSpecialty's creative, hard-working team provides personalized service and cultivates mutually successful partnerships to deliver positive results.  CapSpecialty's carriers have an A ("Excellent") rating from A.M. Best, writing both admitted and non-admitted policies on the paper of Capitol Indemnity Corporation, Capitol Specialty Insurance Corporation and Platte River Insurance Company – Berkshire Hathaway companies. For more information please visit CapSpecialty.com.

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