CNO Financial Group Field/Executive Support Analyst in Carmel, Indiana
As the Executive/Field Support Analyst on the IT Infrastructure team, you will ensure that the technology needs of our Executive team are being addressed proactively. In addition, this role will direct and oversee the ongoing support by our managed vendor providing the BLC remote office support. This role also involves scheduled on-call coverage, after hours support, and periodic off-site services for business partners at the executive level, including meetings, conferences, and events.
Independently provides technical support to the CNO Executive team to ensure a high level of overall customer satisfaction.
Ensures service levels for customers in the BLC Field Offices are met and exceeded; drives and finds opportunities for improvements and implements accordingly.
Supports endpoint security standards (antivirus/firewall/patching/two-factor authentication).
Leads the testing, configuration, installation and repair of IT related equipment (hardware and software) used by the executive team, in collaboration with other CNO team members as necessary.
Provides support and training for the most common problems through hands-on engagement with CNO executives and staff.
Work with the executive team to perform computer upgrades and migrations.
Is responsible for documenting and defining executive support best practices.
Owns and drives IT projects and deliverables for the team that focus on the BLC Field work force.
Skills, Knowledge, and Abilities:
Extensive technical knowledge of Mac OS, iOS and Android
Strong knowledge of computer applications and hardware. Good working knowledge of Windows 10
Network fundamentals and support experience (network configs, VPN, printing, etc)
Familiarity in audio/video troubleshooting and support
Strong ability to resolve all IT desktop issues independently.
Has a high level of integrity and passion about customer service; and can set proper expectations around support and deliverables. Follows through on commitments.
Is very detail-oriented; good prioritization skills to support tasks and requests.
Strong ability to building relationships, both with customers/business partners, and IT team members alike.
Outstanding communication and interpersonal skills. Strong ability to tailor approaches to support an Executive (i.e. C-Suite) level audience.
Passionate about IT end user support and has a strong background in Mac/mobile software and hardware troubleshooting.
Understands that the timeliness and availability of support can sometimes make all the difference in how it is received.
Strong ability to provide 1st/2nd line IT support. May escalate issues only in the most complex situations.
Knowledge of support ticket management and tracking
Strong customer service, problem solving and teamwork abilities
Must have the ability to participate in an on-call rotation that includes after hours and weekend support.
Requires occasional travel to support staff and events.
Education and Experience:
Typically requires a Bachelor’s degree in a related discipline, or equivalent.
Typically has a minimum of five years of related experience.
Experience communicating with vendors to manage expectations and relationships
Previously part of an IT executive support team is preferred.
Mac, Linux, MCSE or network certifications preferred.
LDAP and Active Directory experience preferred.
At CNO Financial Group, we welcome the diverse backgrounds, experiences and perspectives of all to enable us to work together for the growth of the company