Technical Support Analyst jobs in Rock Island, IL

What’s your superpower? If it’s resolving software and hardware issues, Modern Woodmen of America is interested in you joining our team of Technical Support Administrators. Our team helps resolve advanced technical inquiries regarding hardware and software systems, in a fun and friendly manner. You would utilize your excellent customer service skills and patience to troubleshoot issues with hardware and software (Windows 11, iOS, Android), endpoint device management, PowerShell, Office 365, and Windows Patching.

Modern Woodmen of America is the nation’s third largest fraternal benefit society with assets over $17B. Fraternal benefit societies are unique membership organizations with peculiar names that pair the “member owned” characteristic of a mutual insurance company with the “social mission” characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation’s most effective volunteer networks.

Responsibilities: 

• End User and Endpoint Administration
  • Performs system administration and management duties for all desktop infrastructure systems (physical and virtual).
  • Administration and management of end user configurations and access controls.
  • Follow agreed IT policies and processes.
  • Working knowledge includes but not limited to:
    • Microsoft technologies like Active Directory services, Azure AD services, Intune, Azure Virtual Desktop, Office 365, Teams, and various other technologies within Azure.
    • 3rd Party Catalog Management. Ability to install, configure, and upgrade Windows/Mac/iOS/Android applications, various specialized applications, peripherals, and mobile devices.
    • Windows Operating System deployment task sequences and diagnosing Windows OS.
    • Hardware specifications in relation to Windows, iOS, Mac, and Android devices.
  • Disaster Recovery and Business Continuity
    • Contribute to the development, installation, testing and monitoring of the PC or end user and endpoint computing environments (physical and virtual).
  • Security, Governance, and Compliance
    • Work with Information Security Department on implementation of securing on-premises and cloud infrastructure.
    • Working knowledge includes but not limited to:
      • Working with log sources and replication of the log sources for Information Security’s SIEM.
      • Anti-virus or endpoint detection and response systems like Defender.
    • Work with third party auditors, internal auditors, Human Resources, Legal, and Compliance Departments on various requests and controls.
  • Support
    • Be a member on the team for on-call rotation, which provides 24x7x365 monitoring and support of the Society’s Infrastructure, software licensing, and maintenance agreements.
    • Provide Tier 2 support by conducting root-cause analysis, isolating the source of problems, and resolving bugs.
    • Develop user instructional materials and provide individual or classroom training to users.
    • Communicate with vendors or other third parties through normal means, escalating with them if necessary.
    • Perform off hour upgrades that may need to happen at night or on weekends by conferring with vendors, developing, testing, evaluating, and installing enhancements.

What we need:

• Associate degree in computer science or related field preferred.
• 1-3 years related work experience.
• Advanced knowledge of laptop/PC hardware, Windows Software, and IT Help Desk processes.
• Excellent customer service and communication skills.
• Have patience and be willing to help others with less technical knowledge.
• Strong attention to detail and accuracy.
• Strong organizational skills with the ability to prioritize work and multi-task.
• Resolve issues in a timely manner.

What we offer:

• Pay: The hourly pay for this position is $27.00. The specific rate will depend on the successful candidate’s qualifications and prior experience.
• Work Arrangements: This is a full-time on-site position: 37.5 hours per week (7.5 hours per day), Monday- Friday, with flexible start time between 7:00AM-9:00AM. On-site positions work at our Home Office in Rock Island, IL.
• Stability: Modern Woodmen has been Modern Since 1883_SM and exists for our members. We make long-term decisions that provide stability to our employees, financial representatives, and members.
• Respect for Personal Time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.
• Professional Growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.
• Great Culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.
• A Beautiful Office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.
• On-site café: Our employees can purchase a variety of breakfast, lunch, and beverage options at Café 1883.
• A Thriving Local Community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It’s home to more than our share of artists, festivals, and fun in every season.
• Exceptional Benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:

• Company-paid retirement plan
• Matching 401(k) Plan
• Medical, Dental, Prescription drug Insurance. We pay 100% of employee health insurance premium and 50% of employee dependents’ premiums.
• Group Term Life Insurance
• Long-term and short-term disability.
• Voluntary benefits: Vision, Flexible Savings Accounts, Accident Insurance

Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person’s diverse opinions, attitudes, attributes, and feelings are respected.