Job Family

IT Operations

Job Description Summary

The Intermediate Desktop Support Analyst will provide third level Incident and problem management resolution to Aegon/Transamerica business units and employees. Provide expertise and support for XenApp Citrix 4.5, 6.5 and 7.5 Infrastructure. Install, troubleshoot, and management of desktop applications and application portfolio. Monitor, investigate, and perform diagnostic testing and repair/resolution of software and infrastructure servers.

Job Description

Responsibilities

• Perform troubleshooting, incident, and problem management to meet service level objectives.
• Perform monitoring tasks to pro-actively review and maintain the desktop infrastructure, and where possible, develop automation tasks to improve organizational efficiencies.
• Troubleshoot complex application, integration management, and desktop issues associated with packaging and deployments for both the physical and virtual desktop environments. 
• Installation & Configuration of complex desktop and server software components with minimal instruction.
• Work with first/second level teams, 3rd party, and vendor support teams, to resolve complex issues with limited instruction.

Qualifications

• Ability to communicate in an understandable, polite manner, both written and verbal
• Strong Incident and problem management skills
• Understanding of virtualization solutions such as AppV, VMware, XenApp and XenDesktop.
• Understanding of firewalls and firewall rules
• Working knowledge of project management concepts; able to manage subsets of project task
• Must show initiative in completing work with limited supervision
• Must be able to manage priorities and workload appropriately
• Ability to handle ambiguity in assigned work
• Proven ability to work across teams in high stress situations
• This position will have expert knowledge of multiple hardware and/or software components with two or more years of experience supporting distributed systems.

Preferred Qualifications

• Understanding of SQL for reporting, VBScripting and Powershell.
• Experience with Microsoft SCCM
• Citrix knowledge
• Understanding of documentation standards
• Related certifications (ITIL, MCP, MCSE, Citrix ,etc.) are preferred.

Working Conditions

• Hybrid office working environment
• Some travel may be required
• Support on-call rotation  7 x 24 x 365
• Need to have a global outlook to work and be able to work across Aegon’s global footprint

Compensation

The hourly rate for this position generally ranges between $31 - $34 hourly. Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company’s discretion. 

Applicants must possess legal authorization to work for our company in the U.S. without the need for immigration, sponsorship or otherwise serving as an employer of record for immigration employment purposes. At this time, this role is not eligible for immigration-related employment authorization sponsorship.

This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation in order to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.

What We Offer  

 

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. 

 

Compensation Benefits 

• Competitive Pay 

• Bonus for Eligible Employees 

 

Benefits Package 

• Pension Plan 

• 401k Match

• Employee Stock Purchase Plan

• Tuition Reimbursement

• Disability Insurance

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Employee Discounts

• Career Training & Development Opportunities

 

Health and Work/Life Balance Benefits 

• Paid Time Off starting at 160 hours annually for employees in their first year of service.

• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars 

• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

• Adoption Assistance

• Employee Assistance Program

• Back-Up Care Program

• PTO for Volunteer Hours

• Employee Matching Gifts Program

• Employee Resource Groups

• Inclusion and Diversity Programs

• Employee Recognition Program

• Referral Bonus Programs

 

Inclusion & Diversity  

  

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. 

  

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. 

   

Giving Back  

  

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.     

  

Transamerica’s Parent Company  

 

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has  grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.   

* As of December 31, 2023