Integon is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers' evolving needs. It's how we've become industry leaders in property and casualty insurance servicing. We support our insurance company affiliates by offering property and casualty insurance products inclusive of personal auto, homeowners, RV, motorcycle, small business auto insurance and more. Provides technical support, incident resolution, and problem management for end users on hardware, software, and network issues. Supports installations, configurations, and troubleshooting, ensuring system reliability. Key Responsibilities Diagnose and resolve complex hardware and software issues, ensuring mínimal business disruption. Perform in-depth root cause analysis on recurring incidents to enhance system resilience and prevent future issues. Execute complex data backup and recovery procedures. Follow structured problem-solving methodologies for issue resolution and ensure proper documentation in IT service management (ITSM) tools. Maintain and update asset management records and support tickets in compliance with ITIL or similar best practices. Assess the business impact of technical issues and prioritize tasks accordingly. Collaborate with cross-functional teams to align technical support with business objectives. Provide proactive recommendations to enhance system stability and user experience. Education and Experience Bachelor's degree in Information Technology, Computer Science, or a related field (preferred). 2+ years of hands-on experience in IT support, desktop support, or technical troubleshooting in a corporate environment. Experience in Level 2 technical support, including issue escalation and resolution. Strong familiarity with IT service management tools (ServiceNow, Jira, etc.) and ticketing systems. Proven ability to analyze, diagnose, and resolve complex IT issues using structured methodologies. Functional Skills Strong analytical thinking and structured problem-solving skills. Ability to document and communicate technical solutions effectively. Demonstrated ability to make sound decisions in a business context. Experience in a hybrid IT support environment (onsite & remote users). Ability to adapt to a fast-paced, enterprise environment with multiple priorities. #J-18808-Ljbffr