IT Operations Analyst

DescriptionNOTE: 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.LOCATIONThis 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 CLASSIFICATIONThis 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 employee