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Desktop Support Analyst


WA - Seattle

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Position Summary: 

The Field Support Analyst position is an internal, client-facing position responsible for on-site IT support in assigned offices. Additionally, the provision of phone support to staff nationwide, as needed, is expected.  This position is a full-time, in-office

position. Employees will have the ability to occasionally work from home after a 6-month probationary period (based on performance). 

Job Responsibilities:

·       Provide support for Windows and Citrix server systems and related peripherals including printers, scanners, network, and other systems hardware and software.

·       Establish operating procedures and create technical documentation for other technical support personnel and staff.

·       Provide second-level troubleshooting for Enterprise Help Desk issues.

·       Provide technical support for escalated Service Desk issues.

·       Manage individual ticket queue and ensure that all tickets are documented/closed in a timely manner.

·       Mentor and provide senior-level technical assistance to IT Support Staff.

·       Maintain up-to-date documentation of the messaging environment, as well as the supporting systems’ management processes and tools.

·       Create and maintain Active Directory accounts and groups.

·       Participate in the planning and execution of activities related to acquisitions, migrations, and conversions.  Additionally, lead on-site IT staff during the execution of a move or acquisition.

·       Knowledge of network hardware/configuration/installation.

·       Run training classes for employees on company IT systems and processes.

·       Consult with local office management with regards to company IT issues and projects.

·       Work with local cabling vendors and building management on IT upgrades.

·       Plan and design network cabling infrastructure for new office buildouts.

·       Design conference room solutions that are compatible with company standards.

·       Provide on-site support for off-site executive meetings.

·       Analyze and resolve end user software program and connectivity issues in a timely and accurate manner. Additionally provide end user training where required.

Required Qualifications and Experience:

·       A bachelor’s degree in information technology (or related field) and/or equivalent work experience

·       3-5 years of experience with messaging technologies and Citrix administration

·       5-7 years of experience providing on-site desktop support

·       Advanced understanding of a range of computer software/hardware systems and related technologies

·       Experience supporting Active Directory, Windows Server 2016-2022, and Citrix.

·       Thorough understanding of SMTP, mail routing, TCP/IP networking, including DNS, DHCP, VLAN, and IP subnetting

·       Experience supporting Microsoft Office 365 and Exchange

·       Knowledge of and experience with ServiceNow

·       Project management experience preferred

Additional Requirements, Skills, and Abilities:

·       20% - 30% required travel to other office locations, which may include air travel.

·       Candidate must have valid driver’s license and access to a vehicle.

·       Availability to work a flexible schedule with minimal notice, including some evenings and weekends.

·       Strong interpersonal and verbal/written communication skills, with proven ability to communicate technical information to non-technical personnel and communicate with management, business personnel, and peers concerning IT-related issues.

·       Ability to install, configure, and maintain computer laptops and/or related hardware and software.

·       Capacity to oversee system management utilities and software.

·       Demonstrated ability to document all aspects of production systems, including operational practices.

·       Strong problem-solving skills to aid in the identification, communication, and resolution of IT issues in a precise and timely fashion.

·       Capability to self-motivate, work independently, and balance multiple on-going projects.


Salary Range is $50,000 to $75,000.  This is a bonus-eligible position with a target incentive of 5%.  

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.

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Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval.
Resumes submitted or candidates referred to USI Insurance Services by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of USI Insurance Services. The Company will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.

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