Support Center Analyst I (Hybrid Work Model)

At Sentry, we’re more than just insurance— We can offer you more than just a job, we want you to enjoy a career with us, where you’re in the driver’s seat of your career path with access to resources to help you succeed personally and professionally.

What You’ll Receive

You want a positive work/life balance. Our hybrid work model allows you to enjoy the benefits of working from home on Monday and Friday, but also provides the opportunity for team building and collaboration when working in the office on Tuesday, Wednesday, and Thursday. To help you work effectively and comfortably in both locations, we provide you with equipment to work at home and in the office.

You can enjoy a complete benefits package, including generous paid time off, 8% 401(k) match, matching charitable gift program, bonus plan based on company performance, meal stipends, associate discounts, and volunteer time off.

About Sentry

Our Background: We’re one of the largest and most financially secure mutual insurance groups in the nation. More than 4,000 strong, our associates bring together diverse backgrounds, experiences, and skill sets to make Sentry who we are. We’re No. 658 on the Fortune 1000 list and named one of America’s Best Midsize Employers by Forbes. We’re in the business of helping others, and that includes the communities where we live and work. Our annual United Way campaign has raised more than $1 million for the past seven years.  

Our Stevens Point campus offers a full-service fitness center, swimming pool, basketball and racquetball courts, auto center, credit union, on-site Aspirus clinic, restaurants, boutique hotel, and the award-winning SentryWorld golf course.

We are currently seeking a customer focused, courteous, team-oriented IT Service professional to fulfill our Support Center Analyst position within our Technology and Infrastructure unit.

What You’ll Do

You’re a valuable contributor. As an associate at Sentry, we believe in your skills and knowledge. Your input and participation matters. You’ll have the opportunity to:

• Learn: Sentry provides several resources for furthering your career and continuing your personal development, including Sentry University, LinkedIn Learning, and developer-led educational sessions and communities.

• Grow:  Sentry provides many opportunities to grow in your career. Through meaningful, ongoing conversations around growth and development, we encourage all associates to take ownership in their career path.

• Contribute: As a Support Center Analyst you’ll provide Level 1 technical support for Sentry Associates and some Sentry customers.  In addition, you’ll:

  • Utilize Knowledge Base and occasionally create articles to improve services provided to Sentry Associates

  • Utilize ITSM processes for Interaction, Incident and Change Management within the Sentry Infrastructure environment.

  • Assist and guide other team members as appropriate with basic troubleshooting and procedural questions.

  • Work in a detail-oriented manner to consistently deliver high quality, predictable results.

  • Demonstrate an understanding of Sentry business areas and services, and the technologies these groups use.

  • Provide excellent customer service skills in all forms of communication.

  • Consistently follows up and follows through in a timely and efficient manner on tickets.

  • Quickly become recognized as a dependable contributor within the team.

  • Demonstrated ability to operate as a Support Center team liaison for other T&IS teams on requests / projects of low complexity and/or effort.

  • Provide support over the phone, via chat or to Sentry associates who walk up to the Support Desk.

  • Support hours are 6:00 AM – 7:00 PM Monday – Friday, and Saturdays from 8:00 AM – Noon.  Saturday shifts rotate with all Support Center staff (no more than 6 Saturdays per year).  Some overtime may be needed.

  • This position will work 10:30am-7:00pm Monday-Friday. Saturday shifts rotate with all Support Center staff.

• What it Takes:

  • Associates Degree in Computer support, technical certifications, or equivalent work experience

  • Good communication, organizational, and analytical skills with the ability to perform responsibilities with a positive attitude, discretion and minimal supervision including ability to effectively communicate with all levels of associates in the organization.

  • Demonstrated collaboration and positive teammate interaction.

If you have experience or knowledge in the preferred skills listed above, we want you to consider joining the Sentry team!

How You’ll Apply

We’d love for