IT Support Specialist - Milwaukee Casualty

Who We Are

Independent for over 75 years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world's most critical and complex issues, including retirement funding, mortgage and healthcare financing, risk management and regulatory compliance, data analytics and business transformation.

Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our web site (https://www.milliman.com/en/social-impact) to learn more about Milliman's commitments to our people, diversity and inclusion, social impact and sustainability.

Milliman's Milwaukee-based Property and Casualty practice is one of the leading experts in property and casualty insurance matters. We advise clients on a wide range of issues - from estimating loss reserves to developing rating plans and evaluating mortgage collateral for government agencies, mortgage lenders, and investors. Our consulting work is supported by a powerful toolkit of analytics software solutions. As innovators in risk assessment, Milliman embraces technology and builds renowned data-driven tools that evaluate risk for a wide variety of applications.

The Opportunity

Milwaukee Casualty's IT Support team ensures that all of our technology is in seamless working order for everyone within the 80-person practice. Our end-user systems include hardware, network storage, software, networking and telecommunications. Just as important as your relevant technical knowledge will be your customer-oriented communication skills, as you'll be handling multiple tickets and resolving issues with the utmost urgency. Whether your day includes setting up equipment at a workstation, running diagnostics in a remote session, or answering an ambiguous help ticket, you'll provide solutions and expertise in response to a wide variety of requests. This is a great opportunity for someone who wants to leverage their tech support experience, and is ready to develop additional skills in a professional services environment.

The IT Support team works onsite in our office in Brookfield WI, providing IT support during Central Time business hours. The IT Support Specialist will commit to a regular onsite schedule, working between 30 and 37.5 hours per week.

Responsibilities and expectations:

• Respond swiftly to incoming tickets and ad hoc requests for help from local and remote users
• Resolve technical issues in a timely manner and research incidents with the utmost attention to detail
• Create, update, and review technical process documentation
• Prioritize tickets based on urgency and/or priority with the information given
• Solve technical problems on the fly
• Complete auditing tasks
• Physically install and configure new hardware, software, and systems
• Complete hardware refresh workflows
• Provide A/V support for in-office meetings
• Provide instructions to end users, verbally and in writing
• Follow internal approval procedures
• Teach technical concepts and processes when needed
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Complete thorough research and exhaust all possible resources when investigating an issue
• Follow compliance standards for retired asset management

What We Are Looking For

Required:

• A minimum of 1 year of experience supporting and troubleshooting Windows 10/11 and Microsoft software solution technologies, as well as hardware (desktop, laptop, printer, conferencing equipment, mobile devices)
• A minimum of 1 year of help desk experience, preferably in an office or professional services environment
• Able to physically install and relocate equipment, including but not limited to unboxing, moving with a cart or dolly, plugging in to network and power in small or hard to reach spaces; must be able to lift 40 pounds, climb stairs, balance, stoop, kneel, crouch, and/or crawl
• Familiarity with TCP/IP networking
• Equally comfortable taking initiative and self-direction to handle challenging tasks independently, and valuing collaboration as part of a team
• Professional demeanor in oral and written communication
• Positive approach to solving problems
• Able to prioritize multiple concurrent requests
• Receptive to constructive feedback
• Exceptional attention to detail
• Experience creating and updating documentation
• Willing to learn and expand personal knowledge base as technology needs evolve

Preferred:

• Experience supporting Mac and/or non-Windows platform(s) e.g. Linux, machine learning systems
• Certification in A+, Network+, MCP or equivalent professional certification, and/or any CompTIA related exam
• Professional customer service experience

Milliman Benefits (Fulltime)
At Milliman, we focus on creating an environment that recognizes - and meets - the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

• Employees scheduled to work greater than 1,000 hours per year are eligible for a 401(k) plan with matching program, and profit sharing contribution
• Employee Assistance Program (EAP)
• Paid Time Off (PTO) starts accruing on the first day of work and can be used for any reason; full-time employees will accrue 15 days of PTO per year, and employees working less than a full-time schedule will accrue PTO at a prorated amount based on hours worked
• A minimum of 8 paid holidays

Location
This position is based out of the Milliman office in Brookfield, WI. Candidates hired into this role must be willing to work onsite 5 days per week, on an agreed-upon schedule, with some flexibility. No paid relocation assistance is available.

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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The expected application deadline for this job is October 15, 2024.