Systems Administrator I

Our Company

Explore how you can contribute at AmeriLife.

For over 50 years, AmeriLife has been a leader in the development, marketing and distribution of annuity, life and health insurance solutions for those planning for and living in retirement.

Associates get satisfaction from knowing they provide agents, marketers and carrier partners the support needed to succeed in a rapidly evolving industry.

Job Summary

As a System Administrator I, you'll be responsible for the support of end-user desktop, laptop, phone, mobile device hardware, software, and break/fix services. In addition, you'll troubleshoot and repair computer systems and peripheral equipment, by responding to incidents and service requests either in person, by telephone, or via remote access, and provide timely resolution of incidents or escalations on behalf of the customer, to appropriate technical staff.

Job Description

Job Duties

• Process Level I and II team incidents and service requests
• Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs
• Comply with standard processes and procedures
• Maintain strong customer service focus and a desire to successfully interact with end-users and peer teams
• Rely on experience and judgment to plan and accomplish goals
• Maintain commitment to continuous process improvement
• Interact closely with customers to understand their needs and / or requirements
• Troubleshoot and resolve tickets within SLAs, related to operations and end-user requests
• Able to coordinate with geographically dispersed teams to achieve results
• Assist in troubleshooting team related issues
• Make complex ideas or situations clear, simple, and/or understandable
• Ensure deployment of PCs (adds, moves, changes)
• Provide hands-on and remote support to end-users
• Work effectively with PC imaging software such as SCCM
• Ensure deployment, management, and support of PCs, peripherals, and mobile devices
• Maintain working knowledge of remote connectivity software
• Analyze, troubleshoot and repair a wide variety of PC problems related to hardware and software
• Ensure incident resolution of desktop related issues
• Coordinate activities with service desk, network services, or other IT teams
• Provide input and assist in testing and selection of future technologies and devices
• Apply software patches and upgrades

Qualifications

Minimum Job Requirements

• Degree in Computer Information Technology preferred
• 4+ years’ experience in related field; or an equivalent combination of education and experience.
• Preferred experience supporting end user base of 500+ employees
• Working knowledge in: Personal computer technology, Computer equipment, Application software and personal computer operating systems
• Windows and general word processing and spreadsheet applications 
• Working knowledge in: Installing and maintaining PC hardware and software, telephones, wireless systems, and website. 
• Considerable skill in: Communicating with technical and non-technical individuals concerning computer systems and software issues 
• Working Skill in: Designing and preparing various reports as required, Planning, organizing, and prioritizing assigned projects, Establishing time schedules 

Knowledge, Skills, and Abilities

• Superior customer service
• Excellent listening skills, as well as written and verbal communication skills
• Exceptional time and project management
• Ability to work across cross-functional teams and coordinating complex projects
• Strong reporting and follow-up skills, with the ability to multi-task and prioritize
• Ability to innovate and problem-solve
• Thrives in a fast-paced environment

What AmeriLife Offers

A comprehensive benefits package that includes PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance.

Equal Employment Opportunity Statement

We are an Equal Opportunity Employer and value diversity at all levels of the organization. All employment decisions are made without regard to race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), sexual orientation, gender identity or expression, age, national origin, ancestry, disability, genetic information, marital status, veteran or military status, or any other protected characteristic under applicable federal, state, or local law. We are committed to providing an inclusive, equitable, and respectful workplace where all employees can thrive.

Americans with Disabilities Act (ADA) Statement

We are committed to full compliance with the Americans with Disabilities Act (ADA) and all applicable state and local disability laws. Reasonable accommodations are available to qualified applicants and employees with disabilities throughout the application and employment process. Requests for accommodation will be handled confidentially. If you require assistance or accommodation during the application process, please contact us at [email protected].

Pay Transparency Statement

We are committed to pay transparency and equity, in accordance with applicable federal, state, and local laws. Compensation for this role will be determined based on skills, qualifications, experience, and market factors. Where required by law, the pay range for this position will be disclosed in the job posting or provided upon request. Additional compensation information, such as benefits, bonuses, and commissions, will be provided as required by law. We do not discriminate or retaliate against employees or applicants for inquiring about, discussing, or disclosing their pay or the pay of another employee or applicant, as protected under applicable law. Pay ranges are available upon request.

Background Screening Statement

Employment offers are contingent upon the successful completion of a background screening, which may include employment verification, education verification, criminal history check, and other job-related inquiries, as permitted by law. All screenings are conducted in accordance with applicable federal, state, and local laws, and information collected will be kept confidential. If any adverse decision is made based on the results, applicants will be notified and given an opportunity to respond.