Desktop Support Associate

New York Life Insurance Company (New York Life or the company) is the largest mutual life insurance company in the United States. Founded in 1845, New York Life is headquartered in New York City, maintains offices in all fifty states, and owns Seguros Monterey New York Life in Mexico.

Responsible for researching, testing, implementing, maintaining and delivering solutions to complicated technology issues to ensure effective performance, integrity, security, stability and availability of operational systems. Participates in the development & implementation of tactical plans that address effective workflow, deployments, reporting and related issues. Works to documents, resolve and/or prevent potential issues causing impact to Infrastructure including Network LAN, Switches, Voice Gateways, Desktop and application configurations. Expected to contribute more relevant information on key projects and initiatives.

Develop, write, edit, and maintain Technical Services procedures and related documentation to ensure that operations processes are consistently completed in compliance with internal/external requirements. Assumes ownership of smaller projects in order to gain proficiency. Participates in Disaster Recovery preparation, documentation, execution and testing. * Implements technical solutions to complex issues in Development and QA lab environments related to technology hardware and software issues and root cause of these problems. * Testing, installing and configuring computer, application configurations and settings; resolving desktop and network related problems such as IP conflicts, driver conflicts, DNS and proxy configuration issues. * Evaluates, test and resolve Active Directory, Group and Security Policy problems * Document and communicate technical configurations across teams via problem tracking, knowledge based articles and specialized application documentation * Devises or modifies procedures to solve complex problems considering system limitations, operation limitations, and formulates desired results * Works with Desktop Engineering team on resolving issues related to PC image design, application deployments, interoperability issues and configurations. * Communicate with internal business users and Enterprise Technology teams to coordinate services and escalation of issues to IT infrastructure administration and/or Application Development teams * Provide consultation and guidance to other technical teams to resolve intricate problems requiring advanced debugging skills * Proactively inspects overall system performance and recommend system modification to address and resolve issues * Participates in Disaster Recovery testing and specialized documentation * Perform project management tasks in relation to Information Systems Projects * Examines complicated issues relating to network infrastructure, speed, throughput, application configuration, and connectivity * Investigates and resolves Virtual Private Network tunneling configuration issues, network switch and port problems, configures cross connects, install wireless access points, determines and resolve problems with the related equipment * Creates, Implements and monitors configurations in a lab (Dev, QA) environment * Works closely with Desktop Engineering team to analyze SCCM image configurations, settings, and application deployments and resolve issues * Provides technical recommendations, review, installation, maintenance and configuration and integrations with hardware components. * Understands business processes and is able to document them in a logical and comprehensible manner. * Creates workflow diagrams to document current and future business environment * Good understanding of infrastructure technologies to enable effective consultative information and direction to our business users * Interfaces with both IT and our business users to bring comprehensive understanding to the details, expectations and commitments of the business * Assists mentoring newer Desktop Team members and assists with training on tasks required for the job. * May act as lead for short term contractor teams to provide direction and technical supervision to ensure objectives are met. * Coordinate maintenance and repair of equipment with external vendor service representatives

* Bachelor’s degree in Computer Sciences, Business, Engineering Sciences or related experience with a minimum 5 years experience supporting a Windows 2007/XP Desktop and Windows 2003/2008 Server environment. * Experience with CISCO Telephony/CTI, TCP/IP, Ethernet, Locally Assigned Addresses, DHCP, WINS * Strong attention to detail with ability to handle high-pressure situations * Microsoft Office Application Suite experience * Understanding of basics security concepts, authentication, access, authorization, passwords, rules, auditing, policy, monitoring and intrusion detection. * Strong, proven problem-solving skills and ability to identify, analyze, and resolve problems, driving solutions through to completion. * Ability to diagnose and resolve multifaceted technology issues and determine root cause of issues impacting multiple users and departments * Ability to perform analysis of technical dependencies including network components, application and PC configurations, settings * Ability to evaluate business operations and processes to understand strengths and weaknesses and support the identification of opportunities for automation and to improve system functionality, workflow and performance. * Ability to decide if changes should be incorporated into our PC image, or if configurations should be made and what impact these might cause our end user environment. * Ability to work with other departments to represent TSS and make decisions on how to proceed with applications they may choose to implement. * Ability to determine best method to implement changes to applications or configurations. * Ability to translate technical information across all levels of the organization. * Ability to document and communicate technical configuration information across team members via problem tracking, knowledge base articles and other documentation and ensure it is up to date and support is provided in a consistent manner across team members. * Preferred: CompTIA A+, Network +, MCP, HDI Support certifications