IT Business Support Technician

Description  

The IT Business Support Technician works under the supervision of the Business Technology Operations Manager and partners closely with EBAC business users, call center leadership, and technology teams. This role provides hands-on technical support to ensure secure, reliable, and uninterrupted access to systems, applications, and endpoint devices that are critical to daily business operations. The position is responsible for supporting and managing the lifecycle of end-user hardware, software, identity, and access services across both office-based and remote work environments. The technician serves as a trusted escalation point for complex desktop, application, authentication, and access-related issues, working with internal stakeholders, enterprise IT partners, and external vendors to minimize downtime and maintain operational continuity. 

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 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, inclusion, 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. 

What You Will Do 

In this role, you will;  

• Provide Tier 1 technical support for business, technical, and call center users by diagnosing and resolving hardware, software, identity, and application issues through research, analysis, and coordination with other teams as needed.  

• Support users in both on-site and remote environments, identifying root causes related to device configuration, connectivity, identity services, or workflows.  

• Manage provisioning and ongoing support for business user telephony and communication platforms, including cloud-based phone systems.  

• Troubleshoot complex login, access, and authentication issues involving Active Directory, single sign-on, multi-factor authentication, security tokens, Windows Hello for Business, and endpoint security tools.  

• Serve as an escalation point for issues that require advanced troubleshooting beyond standard helpdesk resolution.  

• Manage the full lifecycle of end-user devices including laptop provisioning, swaps, reimaging, operating system upgrades, and decommissioning, while maintaining accurate asset inventory and lifecycle records using IT Asset Management practices.  

• Utilize the ticketing system to document, track, and communicate the status of incidents and service requests, and maintain system and procedural documentation for recurring issues and resolutions.  

• Perform hands-on, on-site technical support such as device swaps, peripheral troubleshooting, audio/visual setup for meetings and business functions, and basic troubleshooting of local and networked printers.  

• Participate in periodic projects such as operating system refreshes, technology rollouts, audits, and platform upgrades, working as needed with enterprise IT partners and external vendors. 

What We Are Looking For 

Required Professi