Mutual of Omaha Mortgage is hiring a
IT Support Analyst

Summary

Join our team as a Sr. IT Support Analyst and provide second-level help desk support, assist in delivering a stable end-user computing environment, and work with a team to manage IT operations.

Requirements

• BS/BA in IT, Computer Science or relevant field, a plus
• Strong working knowledge of Microsoft Windows, computer hardware and peripherals, basic M365 Administration, and MS Office Suite
• Strong understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and resolve technical issues
• Proficiency in English
• Excellent communication skills
• Customer-oriented and cool-tempered
• Ability to work in a fast-paced and high demand environment
• Creativity in problem solving

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone or email
• Ability to resolve support tickets ranging from printer issues, to email and Office issues, to basic user administration
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Basic understanding of network concepts: TCP/IP, LAN/WAN, DHCP, DNS technologies
• Act as point of escalation for junior level analysts
• Direct unresolved issues to the next level of support
• Provide accurate information on IT products or services
• Work alongside senior team members making sure the organization is supported with accurate, efficient, effective and productive tools, ensuring systems are stable and secure
• Identify and suggest possible improvements on procedures
• Create help desk tickets and assist in prioritizing tickets
• Record events and problems, and their resolution in ticketing system

Benefits

• Medical, Dental, and Vision insurance
• Company paid life insurance
• 401K with a generous employer match