Service Desk Analyst
HDI Global SE, Chicago, IL, United States
Position Overview
The Service Desk Analyst serves as the frontline technical support resource for HDI Global Insurance Company’s U.S. operations, providing Tier 1 and Tier 2 end‑user support within a highly regulated insurance environment. This role is responsible for delivering secure, responsive, and business‑aligned IT support across endpoints, identity services, Microsoft 365, remote access platforms, and enterprise applications. Operating under established IT governance, cybersecurity, and regulatory frameworks (including NYDFS, NAIC, and GLBA‑aligned controls), the Service Desk Analyst ensures that incidents, service requests, onboarding, offboarding, and access provisioning activities are executed in compliance with information security policies and operational standards. The position plays a critical role in maintaining system availability, enforcing secure authentication practices, identifying and escalating potential cybersecurity events, and supporting a resilient, audit‑ready IT environment.
Key Responsibilities
Provide Tier 1/2 support for end users by troubleshooting Microsoft Office, Microsoft 365, and supporting legacy or internally managed business applications, escalating complex issues as needed in a Zero Trust environment.
Assist users with account access, password resets, and sign‑in issues across Microsoft 365, internal custom applications, and other supported enterprise applications.
Enforce identity verification and access controls consistent with least privilege principles.
Log, categorize, prioritize, and resolve tickets within SLA targets.
Escalate security incidents or suspicious activity to IT Security and SOC teams.
Maintain endpoint compliance through device configuration and patch verification.
Assist with hardware lifecycle management and asset inventory accuracy.
Document recurring issues and contribute to knowledge base development.
Support on‑site basic hardware and peripheral issues, including monitors, docking stations, printers, and conference room equipment.
Assist senior IT staff with infrastructure and system‑related projects as needed, including preparation, coordination, and basic implementation tasks.
Qualifications And Experience
2–5 years of experience in IT Service Desk or technical support roles.
Strong troubleshooting skills across Windows, Microsoft 365, and endpoint environments.
Experience supporting MFA, identity management, and secure authentication workflows.
Familiarity with ticketing systems and ITIL‑based service management practices.
Understanding of cybersecurity fundamentals and incident escalation procedures.
Knowledge of endpoint management tools (e.g., Intune, SCCM, or similar).
Strong documentation and communication skills.
Experience supporting remote workforce and hybrid environments.
Exposure to regulated financial services or insurance environments preferred.
Relevant certifications such as CompTIA A+, MS‑900, AZ‑900, Network+, Security+, or any other Microsoft certifications preferred.
Compensation And Benefits
Base salary range for this position is $65,000–$75,000 plus eligibility for a performance‑based annual bonus. Actual compensation will be based on a variety of factors including experience, education, and location.
We offer a competitive benefits package, including: 401(k) with company match, Paid Time Off, Sick Leave, Medical, Health Reimbursement Arrangement (HRA), Telemedicine, Wellness Program, Employee Assistance Program (EAP), Dental, Vision, Accident & Critical Illness Insurance, Flexible Spending Account (FSA), Dependent Care FSA, Group and Voluntary Life Insurance, Short‑ and Long‑Term Disability, Pet Insurance, Transit and Parking benefits.
Additional Information
HDI Global Insurance Company is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.
Applicants must be legally authorized to work in the United States.
Recruitment Agencies: All resumes submitted without prior HR authorization will be considered unsolicited.
HDI Global Insurance Company is an Equal Opportunity Employer and participates in E-Verify.
Attention California Applicants: Click here to view HDI's California Personnel Privacy Notice.
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Key Responsibilities
Provide Tier 1/2 support for end users by troubleshooting Microsoft Office, Microsoft 365, and supporting legacy or internally managed business applications, escalating complex issues as needed in a Zero Trust environment.
Assist users with account access, password resets, and sign‑in issues across Microsoft 365, internal custom applications, and other supported enterprise applications.
Enforce identity verification and access controls consistent with least privilege principles.
Log, categorize, prioritize, and resolve tickets within SLA targets.
Escalate security incidents or suspicious activity to IT Security and SOC teams.
Maintain endpoint compliance through device configuration and patch verification.
Assist with hardware lifecycle management and asset inventory accuracy.
Document recurring issues and contribute to knowledge base development.
Support on‑site basic hardware and peripheral issues, including monitors, docking stations, printers, and conference room equipment.
Assist senior IT staff with infrastructure and system‑related projects as needed, including preparation, coordination, and basic implementation tasks.
Qualifications And Experience
2–5 years of experience in IT Service Desk or technical support roles.
Strong troubleshooting skills across Windows, Microsoft 365, and endpoint environments.
Experience supporting MFA, identity management, and secure authentication workflows.
Familiarity with ticketing systems and ITIL‑based service management practices.
Understanding of cybersecurity fundamentals and incident escalation procedures.
Knowledge of endpoint management tools (e.g., Intune, SCCM, or similar).
Strong documentation and communication skills.
Experience supporting remote workforce and hybrid environments.
Exposure to regulated financial services or insurance environments preferred.
Relevant certifications such as CompTIA A+, MS‑900, AZ‑900, Network+, Security+, or any other Microsoft certifications preferred.
Compensation And Benefits
Base salary range for this position is $65,000–$75,000 plus eligibility for a performance‑based annual bonus. Actual compensation will be based on a variety of factors including experience, education, and location.
We offer a competitive benefits package, including: 401(k) with company match, Paid Time Off, Sick Leave, Medical, Health Reimbursement Arrangement (HRA), Telemedicine, Wellness Program, Employee Assistance Program (EAP), Dental, Vision, Accident & Critical Illness Insurance, Flexible Spending Account (FSA), Dependent Care FSA, Group and Voluntary Life Insurance, Short‑ and Long‑Term Disability, Pet Insurance, Transit and Parking benefits.
Additional Information
HDI Global Insurance Company is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, national origin, age, sex, marital status, ancestry, disability, veteran status, gender identity, or sexual orientation.
Applicants must be legally authorized to work in the United States.
Recruitment Agencies: All resumes submitted without prior HR authorization will be considered unsolicited.
HDI Global Insurance Company is an Equal Opportunity Employer and participates in E-Verify.
Attention California Applicants: Click here to view HDI's California Personnel Privacy Notice.
#J-18808-Ljbffr