Desktop Support Engineer II

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

• Desktop support and engineering, including integration of many desktop applications and associated services (e.g. desktop telephony, printing, networking, domain access).
• Responsible for the stability, security, monitoring and performance of these technologies.
• Systems management and technology governance of these platforms and applications.
• Someone with talent, drive and positive attitude, as well as experience with desktop support.

WHAT YOU’LL DO:

• Implementation of all desktop and service desk services under supervision.
• Maintain desktop engineering skills required to support these efforts.
• Familiarity with cloud enabled applications and technologies, along with their underlying connectivity and security requirements also important.
• Work with offshore junior desktop support personnel, including offshore desktop engineering, in support of normal work queues and tasks.
• Ensure effective help desk support for all customers.
• Support our corporate IT Infrastructure including workstation management, printing, audio and video, network connectivity, and hardware deployments within a Microsoft Windows environment.
• Support MacOS software, hardware and applications
• Independently investigate and troubleshoot hardware and software issues with minimal supervision.
• Utilizes support center software to log or follow up on each customer call, enter call status, and document resolution.
• Provides assistance to any staff member where priorities have been assigned by immediate supervisor.
• Maintains proper communication with customer regarding a service call until the call is resolved.
• Provides input on current Help Desk standard procedures and documentation requirements.
• Collaborate with Information Security teams to identify risks and provide recommendations for remediation.
• Accountable for maintaining an accurate inventory of fixed assets within office.
• Maintains Help Desk documentation, policies, and procedures as directed by supervisor.
• Utilizes appropriate customer service skills with internal and external customers.
• Installation of corporate approved software.
• Responsible for the appearance of upkeep of the storage and build areas.
• Provide proper interaction and communications with customer, leadership, and other team members.
• Actively participate in strategic initiatives, contributing insights and expertise to enhance operational efficiency and effectiveness.
• Engage in collaborative projects to drive innovation and continuous improvement within the department and across the organization.
• Apply ITSM best practices to streamline processes, enhance service delivery, and ensure timely resolution of incidents and requests. (Jira a plus)
• Leverage MDM solutions to securely configure, monitor, and manage mobile devices deployed within the organization.
• Primary work location will be located in our Alpharetta, GA office.    

WHAT YOU’LL NEED:

• Bachelor’s degree in computer science, Engineering (any), or a related field
• 5 to 7 years of progressively responsible experience with desktop engineering and support, including windows operating system; security concepts (authentication, authorization, encryption and digital signature); storage and networking integration; testing, monitoring, troubleshooting, and supporting technologies to resolve issues.
• Studying Computer Information Systems, Business Administration, Communications or a related field.
• Knowledge of Microsoft Windows and Office Suite.
• An ability and willingness to learn hardware and software products supported at Security Benefit and in Zinnia.
• Strong customer service skills.
• A+, Net+, MCDST, or progress towards any of the Microsoft Technology certification paths.

WHAT’S IN IT FOR YOU?

Zinnia offers excellent career progression and competitive compensation with the goal of retaining and growing talented team members. The salary range for this role is a good faith estimate, it is estimated based on what a successful candidate