Technical Support Analyst
Amwins
Salary undisclosed
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Description
Introduction
The Technical Support Analyst provides 1st line IT support across the organization via the ServiceNow ITSM platform, email, phone and in-person walk-up cases. This role is a hybrid role with occasional work from home days and limited travel to our office locations across the US.
As a member of the IT support team, you will help ensure high quality support is provided to all users and departments within Amwins and that all incidents/problems are recorded and managed in the Service Desk system. You will escalate incidents requiring more advanced troubleshooting to the Technical Support Specialist or Engineer, and inform the Technical Support Manager of any incidents and/or problems (internal and external) that may impact the business.
Responsibilities
- Provide 1st line IT support to all users, ensuring a good level of support from initial incident acknowledgement through to resolution or escalation
- Monitor the service desk platform, identify and set the priority level of requests/tickets received, and resolve standard issues or escalate to the appropriate team member where applicable
- Provide basic in-house support to staff in relation to Microsoft Office programs and other supported bespoke software/applications as and when required.
- Support the procurement of IT hardware, software, consumables and telecom equipment, in accordance with the corporate procurement policy and working alongside the IT Asset team
- Report any incidents/service impact issues that could impact the business
- Utilize the service desk system to effectively log the nature of support queries and prioritize support cases according to Service Level Agreements (SLAs)
- Promote the use of IT tools within the business, allowing staff to work more effectively.
- Actively build technical knowledge and skills through training, mentoring, and day-to-day experience, seeking guidance from other team members as needed.
Knowledge/Skills/Qualifications
- Knowledge and background of IT helpdesk/support and working with technology
- Experience of working in an office, providing both in-person and remote support to staff
- Excellent communication skills and the ability to communicate technical information clearly and effectively to users with varying levels of technical expertise
- Experience providing support to executives and senior leaders, remaining calm and professional in a fast-paced environment
- Customer-centric, with attention to detail
- Ability to work on your own and within a team
- Advanced knowledge of Microsoft Office 365, including Exchange, Intune and Entra
- Knowledge and experience of Active Directory Users and Computers
- Knowledge and familiarity of networking, including DHCP, TCP/IP, DNS, IP addressing, network protocols and the ability to diagnose and resolve such issues
- Maintain documentation of IT systems and procedures
- Identify the root cause of issues and recommend appropriate solutions in line with the IT Acceptable Use Policy, while being mindful of the user being supported
- Willingness to travel to other offices in the US as and when required
- Desired skills
- Demonstrated experience of Insurance industry
- Project-based skills
- Experienced in “hands on” maintenance of hardware, including repairs
Supported Programs/Software/Applications
- Microsoft 365 apps (including, but not limited to: Outlook, Teams, Power Platform, Exchange, Word, PowerPoint, Excel, OneDrive)
- Intune (Mobile Device Management)
- Entra
- SharePoint
- Intune Company Portal
- VPN (GlobalProtect)
- ServiceNow ITSM platform
- Windows OS (Windows 10, 11)
- Citrix
- Kofax
- Parallels
The Amwins Advantage: Benefits & Perks
- Medical, Dental, Vision available your first day of employment
- Choice of medical plans through Blue Cross Blue Shield; Kaiser available for CA employees
- Mental health support including:
- Virtual therapy
- Digital coaching
- 24/7 EAP counseling
- Company-paid Basic Life & AD&D Insurance, Short-Term Disability, and Employee Assistance Program
- Health Savings Account with company contributions
- Health Care FSA, Dependent Care FSA, and Commuter Benefits
- Parental Leave and Adoption Assistance
- Voluntary coverage options:
- Life Insurance
- Critical Illness
- Accident
- Identity Theft Protection
- Retiree medical benefits available for Medicare-eligible retirees
- 401(k) with company match
- Generous Paid Time Off and Company Holiday Schedule
- Collaborative, continuing education focused work environment
- Career advancement opportunities
Benefits
- 401(k) with company match
- Generous Paid Time Off and Company Holiday Schedule
- Collaborative, continuing education focused work environment
- Career advancement opportunities
About this role
Amwins is seeking a Technical Support Analyst to serve as the first line of IT support for the organization, handling tickets through ServiceNow, phone, email, and in-person requests. Based in Mobile, Alabama on a hybrid schedule, you'll triage incoming issues, resolve standard problems, and escalate complex cases to senior technical staff while keeping management informed of any incidents that could affect business operations. The role requires you to balance responsiveness with accuracy—setting appropriate priority levels, documenting issues thoroughly, and communicating technical solutions to users with widely varying levels of technical knowledge.
Success in this position depends on solid helpdesk experience and a working knowledge of Microsoft 365 (particularly Outlook, Teams, and Exchange), Active Directory, and core networking concepts like DHCP and DNS. You'll also need hands-on familiarity with Windows OS, Intune, and the other platforms listed. Beyond technical skills, the job calls for strong communication abilities, a customer-focused mindset, and the composure to support executives and senior leaders in a fast-paced environment. You should be comfortable working independently and as part of a team, willing to travel occasionally to other U.S. offices, and committed to building your technical knowledge through ongoing learning.
Experience in the insurance industry and hands-on hardware maintenance are valued but not required. This role offers a clear entry point into IT support at an established company, with opportunities to develop deeper technical expertise through mentorship and daily problem-solving.
How this employer is doing
solid
- Expanding
- Recent Acquisition
Typical pay for this role
$80,000
Typical range: $60,000 to $100,000
In the news
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Pay for this role
The employer didn't post a pay range for this role. That usually means pay is set in negotiation, which favors whoever arrives with numbers. Check ranges on comparable Technical Support Analyst postings in 11 North Water Street 32nd Floor Mobile, and analyze any offer before you accept it.
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