IT Support Analyst I

at  Brightway Insurance

ABOUT BRIGHTWAY

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation’s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development.
We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you’ll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients’ most valuable assets.

POSITION OVERVIEW

The IT Support Analyst I is responsible for extending technical support to all internal employees as well as customers facing problems related to hardware, software, and networking. Manages IT requests including troubleshooting problems, identifying issues and implementing effective solutions. This position acts as the single point-of-contact for IT related issues within the Brightway Insurance organization.

SKILLS, LICENSES, CERTIFICATIONS

• Excellent communication skills and patience working with users.
• Be proactive, creative, and willing to analyze and solve problems quickly.
• A strong ability to troubleshoot networks and computers to resolve user issues quickly and effectively.
• Strong knowledge of current Windows operating systems (7, 10, 11), Microsoft Office 365, application-level troubleshooting, and current PC hardware standards including upgrading and repairing systems.
• Working knowledge of Imaging best practices, Scripted software Installations, Active Directory and Entra ID.

EDUCATION AND EXPERIENCE

This position requires 2+ years of IT support experience in support of computers in an enterprise environment or service desk role and 1+ years of customer service experience. CompTIA A+ or Network+ may be used in leu of 1 year IT experience.

• Provide IT support for Brightway Insurance Internal and External end users
• Responsible for end user support, license tracking, and PC maintenance, upgrades, configuration management, Imaging, and software installations.
• Ensure timeliness of response and resolution of tickets via in our internal ticketing system, email, telephone or in-person.
• Client technology management (Hardware, configuration, operating systems, upgrades)
• IT Asset Management - Maintain inventory of all equipment, software, and software licenses.
• Troubleshoot core business applications such as RingCentral, Vertafore AMS, Envision, CXOne, Azure VDI, and EZLynx as well as Standard business applications such as Windows and Office 365.
• Assist with the management of Entra ID Users, groups, and configuration policies
• Ability to work with users both remotely (phone, email, screen share), as well as in person.