IT Help Desk Technician

Overview

Milliman's Indianapolis IT Support team is adding an IT Help Desk Technician position to the practice. This role ensures that all of our technology is in seamless working order for current and incoming staff, approximately 250+ people and growing. Our end-user systems include: hardware, network storage, software, networking, and telecommunications. In addition to your technical knowledge, this person should have customer-oriented communication skills to effectively manage a wide variety of tickets and resolve critical issues with the utmost urgency. There is no typical day for this role, however, common tasks include: setting up workstation equipment, running diagnostics in a remote session, and answering an ambiguous helpdesk ticket. Each day you will use your expertise to provide solutions in response to a wide variety of requests. This is a great opportunity for someone who wants to use their tech support experience, customer service skills, and is ready to develop additional skills in a consulting and professional services environment.

Responsibilities

In this role, you will:

• Respond swiftly to incoming tickets and ad hoc requests for help from local and remote users
• Resolving technical issues in a timely manner and research incidents with the utmost attention to detail
• Prioritize tickets based on urgency and/or priority with the information given
• Solve technical problems on the fly
• Follow internal approval procedures
• Complete auditing tasks
• Physically install and configure new hardware, software, and systems
• Complete hardware refresh workflows
• Provide A/V support for in-office meetings and interviews
• Provide instructions to end users, verbally and in writing
• Create and maintain internal documentation related to troubleshooting
• Teach technical concepts and processes when needed
• Provide orientation and guidance to users on how to operate new software and computer equipment
• Creates, updates, and reviews documentation

Qualifications

• Experience with Microsoft Active Directory and GPO's
• 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
• Completes thorough research and exhausts all possible resources when investigating an issue
• Willingness to learn and expand personal knowledge base as technology needs evolve
• Ability 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, or crawl with or without the use of reasonable accommodations

Required:

• A minimum of 2 years of experience supporting and troubleshooting Windows 10/11 and Microsoft software solution technologies, in addition to, hardware (i.e. desktop, laptop, printer, conferencing equipment, mobile devices)
• A minimum of 3 years of customer service experience, preferably in a related industry or office environment
• Associates degree or equivalent certifications

Preferred:

• Experience supporting Windows, Mac and/or Linux platform(s)
• Certification in A+, Network+, MCP or equivalent professional certification, and/or any CompTIA related exam
• Experience with a help desk ticketing system

The Team

The Information Technology team is dedicated to providing comprehensive support to over 200 professionals based in our Indianapolis office. This technologist team collaborates closely with the Indianapolis office and others across multiple practices globally at Milliman. This collaboration ensures the delivery of innovative IT solutions tailored to meet our diverse needs.

Location

This position is based out of the Milliman office in Indianapolis, IN. Candidates hired in this role must be willing to work onsite full-time.

Compensation

The salary range for this role is $30 per hour - $48 per hour, depending on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc. In addition, we offer a performance-based bonus-plan, profit sharing, and generous benefits. This is a fulltime, non-exempt overtime eligible role; overtime eligible after 40 hours of work.

Benefits

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:

• Medical, dental and vision coverage for employees and their dependents, including domestic partners
• A 401(k) plan with matching program, and profit sharing contribution
• Employee Assistance Program (EAP)
• A discretionary bonus program
• 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
• Family building benefits, including adoption and fertility assistance and paid parental leave up to 12 weeks for employees who have worked for Milliman for at least 12 months and have worked at least 1,250 hours in the preceding 12-month period
• Commuter Program, which allows you to use pre-tax dollars to pay for your parking or public transit expenses to get to and from work. You may utilize this benefit any time throughout the year and funds will be available the first of the month following your first contribution
• A minimum of 8 paid holidays
• Milliman covers 100% of the premiums for life insurance, AD&D, and both short-term and long-term disability coverage
• Flexible spending accounts allow employees to set aside pre-tax dollars to pay for dependent care, transportation, and applicable medical needs

Who We Are

Independent for 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 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 (ERG's) 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.

Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

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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