Helpdesk Support Specialist

About Milliman

Milliman is one of the world's largest independent actuarial and consulting firms, offering a range of services in healthcare, property & casualty insurance, life insurance, financial services, and employee benefits. Since its founding in 1947, Milliman has established a global presence with offices in major cities worldwide.

About GCS IT

The GCS IT team plays a vital role in supporting Milliman's global technology framework, ensuring the security, reliability, and scalability of our systems. We enable innovation, enhance operational efficiency, and maintain a seamless IT experience for users across the organization.

Job Summary

We are seeking a proficient and customer-focused Helpdesk Support Specialist to join our GCS IT team. In this role, you will diagnose, troubleshoot, and resolve IT-related issues remotely for users of Milliman worldwide, ensuring minimal workflow disruptions. As an integral member of the IT support function, you will engage with users across regions to provide timely and effective solutions.

Primary Duties & Responsibilities

• User Support
• Provide timely assistance to users via tickets, email, phone, and chat.
• Offer step-by-step guidance to resolve hardware, software, network, and application issues.
• Document support issues and resolutions using a ticketing system, ensuring detailed and accurate records.
• Issue Diagnosis and Resolution
• Analyze and troubleshoot reported problems to identify root causes.
• Research, test, and implement appropriate solutions, documenting resolutions for future reference.
• Escalate unresolved or complex issues to higher-level teams as necessary.
• Software and Hardware Support
• Install, configure, and troubleshoot software, operating systems, and tools in line with IT security standards.
• Assist with hardware setups for workstations, printers, scanners, and mobile devices.
• Administer patch management tools and apply updates regularly to ensure compliance.
• Active Directory Management
• Administer and manage Active Directory infrastructure, including user accounts, groups, and security permissions.
• Troubleshoot authentication and access control issues.
• Enforce security best practices in the Active Directory environment.
• Network and Connectivity
• Diagnose and resolve connectivity issues for both wired and wireless networks.
• Support users with corporate networks, VPNs, and remote access solutions.
• Auditing and Compliance
• Conduct regular audits of file server permissions and Active Directory security settings.
• Perform vulnerability scans and remediate identified security issues.
• Monitor and prioritize critical updates to maintain security compliance.
  
  

Required Skills & Attributes

• Experience: 5-7 years in IT support, with 4-5 years providing direct end-user support.
• Technical Skills:
• Strong knowledge of Active Directory management, group policies, PowerShell scripting, and user management.
• Expertise in Windows operating systems, networking concepts, and remote support tools (e.g., Bomgar).
• Experience with IT asset management tools like Lan Sweeper and backup solutions.
• Familiarity with cloud technologies and vulnerability management.
• Proficiency in configuring and managing Windows servers and file permissions.
• Soft Skills:
• Excellent verbal and written communication skills, including the ability to create technical documentation.
• Strong problem-solving and customer service skills.
  

Required Qualifications

• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).
• Certifications: Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals) are a plus.