Sr. IT Service Desk Specialist at Protective Life Insurance Company

The work we do has an impact on millions of lives, and you can be a part of it.We help protect our customers against life's uncertainties. Regardless of where you work within the company, you'll be helping provide protection and peace of mind when our customers need it most. Protective Life is seeking a Senior IT Service Desk Specialist to join our Core Services IT Team in Chesterfield, MO. This role provides advanced technical support to internal employees, consultants, offshore resources, and external partners such as agents, distributors, and customers. In addition to phone-based support, this position includes on-site responsibilities such as technology onboarding, audio/video support, and inventory management. The ideal candidate will be a proactive problem solver with strong technical expertise and exceptional customer service skills.The standard shift for this role is 7am-4pm CT. This position will eventually require a quarterly on-call, overtime eligible rotating shift that includes evenings, weekends and holidays.Key ResponsibilitiesDeliver high-quality technical support via phone and other communication channels, ensuring timely resolution of routine to complex issues.Troubleshoot and restore hardware, software, and network-related problems while documenting all actions in the ticketing system.Escalate unresolved issues to appropriate teams while maintaining ownership until resolution.Provide on-site support for the Chesterfield office, including new hire technology onboarding, hardware and software deployments, refresh projects, audio/video support for meetings, network print troubleshooting, and inventory and asset management.Coach and mentor team members on issue resolution and best practices.Participate in on-call rotation, including nights and weekends, and support technology changes outside normal business hours.Assist with documenting technical processes and procedures.Skills, Abilities, and KnowledgeStrong customer service orientation with excellent oral and written communication skills.Ability to work collaboratively in a team environment and think creatively to solve problems.Self-starter with strong multitasking and organizational skills.Keen attention to detail and ability to follow established procedures.Advanced knowledge of Windows operating systems (up to Windows 11), Microsoft Office 365 suite including Teams, desktops, laptops, mobile devices, peripherals, Virtual Desktop Infrastructure (VDI), Citrix, LAN/WAN environments, Multi-Factor Authentication, and basic Microsoft Azure concepts.Familiarity with asset lifecycle management.QualificationsAssociate degree or relevant certification in computer technology OR 4-6 years of professional technical and/or customer support experience required.Experience in executive support, audio/video support, and contact center environments highly preferred.Ability and willingness to work flexible hours and on-call rotations in a hybrid environment.Protective's targeted salary range for this position is $51,500 to $65,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective's total compensation package for employees. Employee Benefits: We aim to protect the wellbeing of our employees and their families with a broad benefits offering. In addition to offering comprehensive health, dental and vision insurance, we support emotional wellbeing through mental health benefits and an employee assistance program. Work/life balance is important and Protective offers a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). The financial health of our employees is just as important as physical and emotional health. Some of the financial wellbeing benefits include contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective's platform to improve wellbeing while earning cash rewards. Eligibility for certain benefits may vary by position in accordance with the terms of the Company's benefit plans.Accommodations for Applicants with a Disability:If you require an accommodation to complete the application and recruitment process due to a disability, please email [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.Please note that the above email is solely for individuals with disabilities requesting an accommodation. General employment questions should not be sent through this process.We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing an inclusive workforce.