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:

Our Infrastructure Support Services Org is expanding!
The IT Operations Support Analyst joins the End User Services team. This role operates at the tactical level and guides customers through the use of appropriate infrastructure services, systems and technologies. Performs software and hardware configurations, testing, and implementations. Respond to service requests and incident calls for technical assistance, including research and resolution. Collaborates with Operations Support Analysts, Infrastructure Engineers, Service Managers and Project Leaders.

Work is of a simple to moderate complexity and requires a thorough understanding and proficiency of one or more technical services.
• 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.)
• Microsoft desktop/laptop environment (Windows 10 / Office Products / O365)

This is a hybrid position that requires 3 days onsite and a monthly tech lounge rotation of 5 days onsite.

Job Specifications

• Bachelor's degree preferred, or equivalent experience.
• 4+ years of experience supporting infrastructure services, systems and technologies.
• Excellent communication skills 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)
• Provides installation, configuration, maintenance, and troubleshooting support of computer hardware, software, desktop applications, printers, and computer peripherals.
• Monitors and responds to hardware and software problems utilizing a variety of hardware and software testing tools, techniques and technologies.
• Participates in development and support of business continuity planning activities.
• Supports and troubleshoots for video conferencing and presentation services.
• Provides mobile device support for iOS.
• Able to facilitate timely routing and /escalation of IT issues and service requests to the appropriate points of contact.
• Provides technical support and training to end users.
• Maintains current knowledge of relevant technology as assigned.
• Participates in a variety of projects as required.
• Demonstrated hands-on experience with ITSM tools (ServiceNow)
• 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.

Principal Duties and Responsibilities

• Partners with Manager, other Operation Support Analysts, and Infrastructure Engineer(s) on the operational aspects of associated services to meet or exceed committed service levels.
• Executes the operation, reporting and continuous improvement of the services and functions required to deliver and support infrastructure services and products to meet the needs of the business.
• Performs processes to ensure the stability, capacity and performance of associated services and functions. Addresses and adjusts services as needed to maintain or exceed service levels to business.
• For accountable services, partners with the IT organizations responsible for ITIL service management-based processes associated with Incident, Problem, Change, Availability, and Release Management.
• Works as part of a team that leverages agile approaches to meet business needs at an accelerated pace.
• In partnership with senior operations support analysts, identifies, documents and resolves infrastructure issues affecting computing service users.
• Under general direction, develops and implements technical solutions for issues that are of a simple to moderate complexity.
• Understands the existing departmental/unit/functional processes and procedures.
• Understands workflow, process inputs and outputs, dependencies, etc. specific to their role.
• Organizes time and information in a manner conducive to a high level of personal productivity; able to multi-task in an environment driven by time-constrained deliverables.
• Adapts to change and works effectively in a dynamic environment.
• Performs other duties as assigned.

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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.

The base salary range for applicants for this position is listed below. Unless actual salary is indicated above in the job description, actual pay will be based on skill, geographical location and experience.

$45,000.00-$76,000.00

Additionally, Unum offers a portfolio of benefits and rewards that are competitive and comprehensive including healthcare benefits (health, vision, dental), insurance benefits (short & long-term disability), performance-based incentive plans, paid time off, and a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not. All benefits are subject to the terms and conditions of individual Plans.

Company:

Unum