IT Support Analyst I

Job Description

Job Description

About Brightway

Established in 2008, Brightway has grown to become one of the largest privately-owned property/casualty insurance distribution companies in the U.S. with more than 350 agencies in 38 states and more than $1.4 billion in annual premiums. Brightway is a purpose and core value-driven organization. We provide a blueprint for a future-proofed life. Through our successful model, agency owners focus on protecting their clients’ most important assets through consultation, curated choice, and confidence. While Brightway focuses on our agency owners through back office, marketing support, and constant learning and development. Additionally, Brightway builds, integrates, and launches best-in-class and proprietary technology to help our agency owners better connect with clients to deepen relationships and drive success.

Scope

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.

Job Responsibilities

• 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.

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.

Equal Employment Opportunity:
Brightway Insurance is committed to creating a diverse and inclusive workplace that values and respects the contributions of all individuals. We are an equal opportunity employer and do not discriminate based on race, color, national origin, sex, age, disability, religion, sexual orientation, gender identity, or any other characteristic protected by applicable law.

We believe that a diverse workforce is essential to our success and fosters innovation, creativity, and collaboration. We are dedicated to ensuring that our hiring, promotion, and training practices reflect this commitment. We encourage applications from individuals of all backgrounds and experiences and look forward to building a diverse team that reflects the communities we serve.