Desktop Support Technician

You desire impactful work.

You’re RGA ready

RGA is a purpose-driven organization working to solve today’s challenges through innovation and collaboration. A Fortune 200 Company and listed among its World’s Most Admired Companies, we’re the only global reinsurance company to focus primarily on life- and health-related solutions. Join our multinational team of intelligent, motivated, and collaborative people, and help us make financial protection accessible to all.

Under minimal supervision, act as support resource providing first and second-tier support for IT incidents and requests from associates via phone, email, and remote connection to resolve routine problems regarding hardware, software, and peripherals. Use detailed knowledge of the RGA infrastructure environment to effectively deliver IT and business requirements Resolve as many requests as possible during first contact, determine urgency of needs, prioritizes, and responds to support requests by taking corrective action or routing requests to appropriate IT specialists. Provide customer-oriented follow-up in a courteous, efficient, and timely manner. Records, dispatches, and closes service requests using Service Now software.

Business Area: Information Technology, Infrastructure Administration

• Respond to escalated service requests from Help Desk associates and other team specialists, working to identify, troubleshoot and resolve routine operator problems and make or coordinate repairs. Escalate the most complex issues to third-tier team members or other appropriate teams within IT.
• Responsible for first and second level support and appropriate follow up on IT systems including PC’s, printers, servers, and related IT hardware and software.
• Clearly document and effectively prioritize client requests into ServiceNow.
• Clearly identify, isolate, document, and define problems; resolve them in a timely manner when able and escalate them to the appropriate team/owner according to SLA processes.
• Complete required project activities.
• Install software, desktop/laptops systems and peripherals.
• Laptop imaging – Auto Pilot, PXE
• Update documentation as needed.
• Maintain high customer satisfaction by representing IT courteously, professionally, and effectively.
• Maintain and organize inventories.
• Manage and organize support information knowledge base.
• Proactively identify areas of improvement to management, and lead/participate in solution design.
• Off hours contact for any IT related issues including disaster recovery.
• Follow standard operating procedures, policies & directions.

EDUCATION AND EXPERIENCE

Required:

• Post-Secondary Education graduate or relevant experience
• 4+ years of technology/desktop support experience
• Fluent English Language skills both spoken and written
• Extensive knowledge of Windows desktop environment and Enterprise MacBook support
• Knowledge of PowerShell scripting
• Knowledge of Windows Server environment administration (AD, Exchange)

SKILLS AND ABILITIES

Required:

• Proficient with Windows desktop environment (Win 11 & Microsoft Office) and Enterprise MacBook support
• Excellent communication & organizational skills
• Strong telephone and customer service skills
• Strong analytical and problem-solving skills
• Availability of working overtime, as required

Preferred

• A+, Network & Microsoft Certified Desktop Support Technician

Proficient with:

• Basic TCP/IP networking
• Windows Terminal Server end user support
• Mobile device support - iPhone
• Printer technologies
• Video conference & meeting room technology
• Dell workstation hardware
• MacBook hardware

#LI-CW1

#LI-Onsite

What you can expect from RGA:

• Gain valuable knowledge from and experience with diverse, caring colleagues around the world.
• Enjoy a respectful, welcoming environment that fosters individuality and encourages pioneering thought.
• Join the bright and creative minds of RGA, and experience vast, endless career potential.

We’re excited to get to know you and connect your unique skills with our global opportunities. To create a modern and seamless experience, we use artificial intelligence (AI) in parts of our preliminary screening process. This technology helps us personalize job recommendations, automate interview scheduling, evaluate candidates based solely on experience—without considering name, gender, or other personal details—and provide real-time answers through our chatbot. AI is used only during early screening and never makes hiring decisions. Your RGA recruiter will work closely with you every step of the way to ensure the process feels personal, thoughtful, and focused on you.

Compensation Range:

$57,300.00 - $81,870.00 Annual

Base pay varies depending on job-related knowledge, skills, experience and market location. In addition, RGA provides an annual bonus plan that includes all roles and some positions are eligible for participation in our long-term equity incentive plan. RGA also maintains a full range of health, retirement, and other employee benefits.

RGA is an equal opportunity employer. Qualified applicants will be considered without regard to race, color, age, gender identity or expression, sex, disability, veteran status, religion, national origin, or any other characteristic protected by applicable equal employment opportunity laws.