Company URL: https://www.berkleytechnologyservices.com/                                        

Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible.  

Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond.  

With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future -- leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you'd never known existed. Come join us as we push forward into the future of industry leading technological solutions.  

Berkley Technology Services: Right Team, Right Technology, Simple and Secure.  

The Support Analyst I provides daily technical support across a wide range of hardware and software systems. This role is essential in resolving complex technical issues, fulfilling service requests within defined SLAs, and ensuring a high level of customer satisfaction. The analyst will troubleshoot problems, escalate when necessary, and contribute to documentation and process improvements.

• Provide technical support for hardware, software, and mobile devices (smartphones, tablets).
• Troubleshoot and resolve complex incidents; escalate when appropriate.
• Respond to user issues via phone, self-service portals, and service requests.
• Perform desktop/laptop imaging and manage inventory.
• Set up and support mobile devices and remote access tools.
• Develop and maintain documentation, including customer-facing FAQs.
• Generate reports on incidents, service requests, telephony, and survey responses.
• Coordinate remediation efforts during widespread outages and severe incidents.
• Cross-train team members and take on leadership roles in assigned projects.
• Recommend process improvements to enhance service quality and consistency.

• Excellent analytical, reporting, and documentation skills.
• Ability to triage and make rapid decisions in high-pressure scenarios.
• Experience managing severe outages to resolution.
• Minimum 2 years of experience with:
  • Microsoft Exchange environment (preferred)
  • Active Directory administration (preferred)
  • Network monitoring tools and basic troubleshooting (preferred)
  • Cisco telephony systems and troubleshooting (preferred)
• Proficiency with:
  • Windows 7 & 10, Microsoft Office Suite, VPN, Citrix, VDI
  • Networking and remote support tools
• Familiarity with IT Service Management tools (ServiceNow preferred).
• Experience working within ITIL frameworks.

The company is an equal opportunity employer