IT Operations Analyst

NOTE: Individual(s) must be legally authorized to work in the United States without the need for immigration support or sponsorship from Milliman now or in the future.

POSITION SUMMARY:

The IT Practice Support Services (PSS) team at Milliman Global Corporate Services (GCS) is looking for a customer-focused IT Operations Analyst to join our global support team, working on-site at our Manhattan office four days a week.

The person in this role will be the first point of contact for employees needing IT support: triaging tickets, resolving common issues, and building toward independent technical troubleshooting.

RESPONSIBILITIES:

Front-Line Support & Ticket Triage (L1 core)

• Serve as the first point of contact for support requests via ticketing system, email, and chat.
• Categorize and prioritize tickets by urgency and impact, and route them to the right team.
• Communicate clearly with users to gather details, set expectations, and keep them informed.
• Resolve common Level 1 issues - password resets, access requests, basic troubleshooting.

Technical Support & Systems

• Configure and deploy Windows endpoints and peripherals.
• Provide on-site and remote troubleshooting for applications, hardware, and account issues.
• Support office systems: conference room AV, printers, and room-booking hardware.
• Diagnose and resolve complex, escalated hardware, software, and system issues.
• Administer Active Directory and use PowerShell for account/permissions management.
• Apply patches and updates via our patch management platform; work with endpoint management tools (e.g., SCCM/Intune).

Security, Compliance & Documentation

• Support change control and annual audit processes, producing evidence that actions align with policy.
• Maintain and review internal documentation and knowledge base articles.

Onboarding, Assets & Team Contributions

• Manage on-boarding/off-boarding: account creation and disabling, hardware deployment and recovery, coordinated with HR and Facilities.
• Maintain inventory and asset management for hardware and software, including procurement of helpdesk supplies.
• Participate in on-call rotation for after-hours/weekend support and contribute to enterprise-wide IT projects.

SKILLS & QUALIFICATIONS REQUIRED:

• The ideal candidate must have minimum 3 years of relevant experience.
• The ideal candidate must have minimum 2 years' experience in desktop support or system administration, ideally supporting 100+ users.
• The ideal candidate must have hands on experience with Windows/macOS environments, Active Directory, and PowerShell scripting.
• The ideal candidate must have working knowledge of endpoint management/client automation tools (e.g., SCCM) and ITSM platforms.
• The ideal candidate must be a team player with eagerness to learn and grow.
• The ideal candidate must have clear, professional verbal and written communication; must be comfortable dealing with non-technical users.
• The ideal candidate must have strong organizational habits - able to manage multiple requests without losing track of details.
• Must have proven ability to independently diagnose and resolve advanced technical issues and collaborate with cross-functional IT teams.

SKILLS & QUALIFICATIONS PREFERRED:

• Familiarity with macOS environment.

LOCATION

This hybrid position is based out of the Milliman office in Manhattan, NYC. The person in this role will be required to work out of NYC office 4 days a week.

ROLE CLASSIFICATION

This is a full-time, non-exempt role with eligibility for overtime after 40 hours of work per week.

COMPENSATION:

The overall range for this role is $63,135 ($32.38/hour) - $97,865 ($50.19/hour). A combination of factors will be considered, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, etc.

BENEFITS:

We offer a comprehensive benefits package designed to support employees' health, financial security, and well-being. Benefits include:

• Medical, Dental and Vision - Coverage for employees, dependents, and domestic partners.
• Employee Assistance Program (EAP) - Confidential support for personal and work-related challenges.
• 401(k) Plan - Includes a company matching program and profit-sharing contributions.
• Discretionary Bonus Program - Recognizing employee contributions.
• Flexible Spending Accounts (FSA) - Pre-tax savings for dependent care, transportation, and eligible medical expenses.
• Paid Time Off (PTO) - Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
• Holidays - A minimum of 10 paid holidays per year.
• Family Building Benefits - Includes adoption and fertility assistance.
• Paid Parental Leave - 11 weeks of paid leave for employees who meet eligibility criteria.
• Life Insurance & AD&D - 100% of premiums covered by Milliman.
• Short-Term and Long-Term Disability - Fully paid by Milliman.

ABOUT MILLIMAN:

Independent for over 77 years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world's most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics and business transformation.

Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

EQUAL OPPORTUNITY:

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.

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