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Form of work
SalaryGreat Culture, Great People, Great Company
If you’re looking for a company that’s big enough to have exciting and challenging business opportunities, yet small enough to make a personal impact – WoodmenLife may be the place for you.
We’ve been a fixture in downtown Omaha over 130 years, and we promote a family-first environment with flexible work schedules, a team-oriented atmosphere, and a culture that encourages personal and professional growth, knowledge and community involvement.
As a not-for-profit, WoodmenLife is a different kind of insurance company. We give back revenues to our members, not investors. We’ve been around for more than a century because we’ve always kept our promises. Through recessions and wars, we’ve remained stable and reliable.
If you want to be part of an organization where you’re not just an employee – you’re a valued member of the family – WoodmenLife is the place for you!
Quote from current associate about why they love this position:
“I love this position because of the opportunity to learn and grow in a number of different areas, and develop skills that are widely applicable. This role is wonderful for exposure to gain new experiences, and the cross-collaboration really encourages you to find your voice and grow your abilities to solve problems and find solutions alongside other people. There are so many opportunities to explore, it's a great way to really dig into what interests you and what your talents are, and use those things to improve WoodmenLife. Also, the people I get to work with every day are talented and supportive, really a team atmosphere that I haven't experienced anywhere else. We are all working towards the same goals and that shines through the day to day collaboration.”
Quote from the Manager about why they love this position:
“The work environment at the Help Desk is steady but provides a nice work life balance as you don’t take any of the work home with you. The team genuinely cares about each other, and even on rough days when we might be a bit shorthanded it’s a great feeling to know we have each other's backs and nothing that comes down the chain will be too much for us. I am very confident in our teams’ ability to overcome any situation. Anyone who joins us will be joining a group that is very inviting, very welcoming, and very helpful at all things.”
POSITION PURPOSE:
You will be responsible for providing primary technical support and guidance to WoodmenLife associates on a variety of supported applications and systems throughout the organization. Using effective leadership skills this role will provide ongoing mentoring, guidance, trend analysis, and a focus on problem resolution. With added focus on complex and technically challenging incidents, problems and service request, this role is considered an escalation point for all levels of support.
ESSENTIAL JOB FUNCTIONS:
- Highly effective in all job functions of the Desktop Support Technician.
- Manages the more complex and technically challenging incidents, problems and service request.
- Provides oversight, guidance, and overall mentoring to the Desktop Support Technician and Help Desk roles to ensure high quality, efficient process, and timely delivery.
- Performs trend analysis on incidents, requests, and problems, and work with appropriate areas to plan and implement long term solutions.
- Serves as a point of escalation for level 2-3 and complex Help Desk troubleshooting and issue resolution.
- Ensures process and procedures are properly followed to ensure accuracy within our inventory management tools.
- Follows processes and work to improve the efficiency of our hardware and software life cycle management.
- Builds meaningful and professional relationships with our support and business partners to ensure continued trust and success.
- Provides monthly reports to management on ticket management, SLAs, and recommendations.
- Researches new technologies with a focus on WoodmenLife, and provides detailed recommendations to management.
- Adheres to the WoodmenLife attendance policy to ensure proper coverage for end user support.
- Performs tasks and other duties as assigned by management.
This job requires a background that demonstrates the following minimum knowledge, skills, and talents in addition to that of the Desktop Support Technician:
- Associate’s Degree in Computer Science or a related technical discipline; or the equivalent combination of education; technical certifications or training; and work experience.
- Minimum of 3 years’ experience working hands-on in an enterprise class environment supporting desktop hardware and software.
- Demonstrate a high degree of leadership qualities.
- Demonstrate ownership by taking the initiative, not waiting for others to act; build trust throughout the organization; stay committed to goals and deadlines; look out for the success of others; and own your mistakes.
- Effective leader with the ability to communicate well, motivate others, properly manage responsibilities, listen to feedback, and have the flexibility to solve problems in an ever-changing workplace.
- CompTIA (A+ Certification).
- Focused on providing extraordinary customer service to ensure customer satisfaction and problem resolution.
- Highly talented and efficient in troubleshooting, diagnosing, and resolving issues within all supported platforms.
- In depth knowledge of Microsoft 365, Microsoft SCCM, Active Directory.
- Strong team player with solid interpersonal skills.
- Experience providing in-depth training, guidance, and direction to others.
- Ability to effectively prioritize and execute in a fast paced environment while still maintaining a high level of attention to detail.
- Highly self-motivated individual with a passion and drive to succeed.
- Ability to provide seamless, trustworthy, attentive and resourceful (S.T.A.R.) customer service.
- Engages well with others and passionate about providing an exemplary customer experience.
- Microsoft Certifications
- Azure
- ServiceNow
- Microsoft 365 Fundamentals
- Bachelor’s degree in Information Systems or Computer Science.
- Working knowledge of WoodmenLife’s products and systems.
WoodmenLife is committed to excellence in diversity by creating an inclusive work environment that values and respects all individuals. We welcome and embrace associates, regardless of background and beliefs. WoodmenLife respects every associate’s unique perspective and contribution. We are committed to creating an inclusive environment that values differences, and creates opportunities for growth, leadership and service. This commitment includes providing equal opportunity in recruitment, employment and promotion, training and community outreach. WoodmenLife is also dedicated to strengthening the communities in which its employees live.
APPLICANTS WITH DISABILITIES SHOULD ADVISE THE HUMAN RESOURCES DEPARTMENT AT THE TIME OF APPLICATION IF SPECIAL ACCOMMODATIONS ARE NEEDED.
Woodmen of the World Life Insurance Society (WoodmenLife) is an equal opportunity employer.
