52 Problem Solving jobs in Dallas

Chubb's Global End User Services (EUS) organization is relentlessly focused on driving and improving the end user experience globally thru technology programs, deliveries and innovative solutions. With an extreme focus on the end user and a drive for excellence, the organization owns and oversees activities that support new ways of working to help improve productivity and simplify the technology experience.

We are looking for a Site Support Analyst to assist employees, new hires and contractors with technical issues related to their PC's, mobile devices, and peripherals. With us, your role will be broadly focused, with the exposure and opportunity to support hardware and software issues as well as upgrades related to desktop technology, will help develop, implement and enforce policies and procedures related to end user technology and will have excellent customer service skills and a positive attitude.

In this role, you will:

• Troubleshoot and remediate PC/peripheral/mobile device hardware and software issues and incidents related to internal and external applications including all Microsoft products
• Support users in their use of printers, digital scanners, smart devices, meeting room scheduling and video conferencing technology
• Serve as a key representative of IT for projects and initiatives such as Office Moves, Real Estate Initiatives, and Hardware Refreshes, Major Software Roll Outs, Desktop Migrations, and Security Implementations and Compliance issues
• Train and guide staff on hardware and software usage
• Ensure patch compliance for PCs
• Support of training and meeting room hardware as well as supporting users in scheduling and executing meetings and conference calls
• Configure and build hardware; install and configure software based on user service requests
• Document resolution to desktop issues, propose solutions to root cause problems
• Maintain hardware and surplus inventories and processes associated with receiving, processing, and tracking incoming and outgoing equipment
• Interact with 3rd party vendors to drive and resolve specific technical problems
• Manage new hire setups, including coordination and configuration of equipment
• Assist with new hire orientations and onboard new users from a technology perspective
• Document resolutions to desktop issues and propose solutions to root cause problems
• Identify opportunities to improve, automate, or simplify processes or systems
• Ensure standardization of End User Services to align the EUS catalogue of services globally

QUALIFICATIONS

• At

  ABOUT US

  Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

  At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support, helpdesk, or a similar customer-facing IT role.
• Proven expertise in troubleshooting software applications and operating systems (Windows, macOS, Linux).
• Strong understanding of networking protocols and concepts (TCP/IP, DNS, HTTP).
• Experience with remote support tools and CRM/ticketing systems.
• Excellent analytical and problem-solving abilities.
• Exceptional customer service and interpersonal skills.
• Ability to effectively manage and prioritize multiple support requests.
• Experience in creating and maintaining technical documentation or knowledge base articles.
• Ability to work independently and collaboratively in a fully remote environment.

• Provide Tier 2 and Tier 3 technical support for hardware, software, and network issues.
• Diagnose, troubleshoot, and resolve complex technical problems for end-users and clients.
• Escalate unresolved issues to appropriate internal teams or external vendors.
• Develop and maintain technical documentation, knowledge base articles, and support guides.
• Train and mentor junior technical support staff.
• Monitor system performance and identify potential issues before they impact operations.
• Participate in the implementation and upgrade of IT systems and software.
• Contribute to IT security initiatives and best practices.
• Manage IT asset inventory and licensing.
• Collaborate with other IT teams to ensure seamless service delivery.

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support or IT helpdesk roles.
• Proven experience with troubleshooting operating systems (Windows, macOS, Linux) and common business applications.
• Strong knowledge of network protocols, hardware, and troubleshooting tools.
• Experience with cloud platforms (e.g., AWS, Azure) and virtualization technologies.
• Excellent customer service and communication skills.
• Ability to explain technical concepts to non-technical users.
• Experience with IT ticketing systems and remote support tools.
• Strong problem-solving and analytical abilities.
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional are a plus.

• Responding to customer support tickets via email, chat, and phone with promptness and professionalism.
• Diagnosing and troubleshooting common technical problems, including operating system issues, application errors, and connectivity problems.
• Guiding users through step-by-step solutions, explaining technical jargon in an understandable manner.
• Escalating complex issues to senior support staff when necessary, providing detailed notes and findings.
• Documenting all support interactions and resolutions accurately in our ticketing system.
• Assisting with the setup and configuration of new user accounts and software.
• Participating in ongoing training sessions to stay updated on new technologies and support procedures.
• Contributing to the development of our knowledge base by documenting common issues and their solutions.

• Provide first-level technical support via phone, email, and chat for software and hardware issues.
• Diagnose, troubleshoot, and resolve technical problems in a timely and efficient manner.
• Guide users through step-by-step solutions for common technical issues.
• Escalate complex issues to senior support staff or relevant departments when necessary.
• Document all support interactions, resolutions, and feedback in the ticketing system.
• Create and maintain technical documentation, FAQs, and knowledge base articles to empower users and support staff.
• Identify recurring issues and provide feedback to product development teams for continuous improvement.
• Stay up-to-date with product updates and new features to provide accurate support.
• Proactively identify opportunities to improve the customer support experience.
• Manage and prioritize multiple support requests simultaneously.
• Adhere to company policies regarding data privacy and security.

• Proven experience in a technical support or helpdesk role.
• Strong knowledge of operating systems (Windows, macOS, Linux) and common software applications.
• Excellent problem-solving and troubleshooting skills.
• Exceptional customer service and communication skills, with the ability to empathize and explain technical concepts clearly.
• Experience with ticketing systems (e.g., Zendesk, ServiceNow) is highly desirable.
• Familiarity with remote desktop tools.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; Associate's or Bachelor's degree in a related field is a plus.
• A patient and positive demeanor.
• Must have a reliable high-speed internet connection and a dedicated quiet workspace.

• Providing high-level technical support and troubleshooting for complex customer issues via phone, email, and remote access tools.
• Diagnosing and resolving software bugs, configuration problems, and integration challenges.
• Escalating unresolved issues to appropriate internal teams (e.g., development, engineering) with detailed documentation.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Analyzing support trends and providing feedback to product development teams for product improvements.
• Training and mentoring junior support staff on technical issues and best practices.
• Managing customer expectations and ensuring a high level of customer satisfaction.
• Participating in on-call rotation to provide after-hours support as needed.
• Staying current with product updates, new features, and industry best practices.
• Documenting all customer interactions and resolutions accurately in the ticketing system.