IT Helpdesk Analyst

Independent for over 75+ years, Milliman delivers market-leading services and solutions to clients worldwide. We help companies address complex challenges in retirement funding and healthcare financing, risk management and regulatory compliance, data analytics, and business transformation. Through a diverse team of professionals-actuaries, clinicians, technologists, and administrators-we provide expertise across employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.

About the Role

We're looking for a motivated and customer-focused IT Helpdesk Analyst to join our global support team. This is an excellent opportunity for someone early in their IT career-or looking to transition into IT-who excels at communication, organization, and problem-solving.

In this role, you'll be the first point of contact for employees needing IT support. Your initial focus will be on triaging helpdesk tickets, ensuring every request is clearly understood, properly documented, and routed to the right team.

As you grow in the role, you'll begin resolving Level 1 support requests independently, building your technical skills while continuing to deliver a high-quality user experience.

What You'll Do

Be the Front Line of IT Support

• Respond to incoming support requests via ticketing system, email, and chat
• Ensure every issue is clearly documented with the right level of detail
• Communicate with users to clarify issues and gather missing information

Own Ticket Triage Process

• Categorize and prioritize incoming tickets based on urgency and impact
• Route requests to the appropriate teams for resolution
• Monitor ticket progress and follow up to keep things moving

Delivering a Great User Experience

• Provide clear, professional, and friendly communication at all times
• Set expectations with users and keep them informed
• Help reduce frustration by bringing structure and clarity to each interaction

Growing into Technical Support

• Begin resolving common Level 1 issues such as password resets, access requests, and basic troubleshooting
• Follow step-by-step procedures and internal knowledge base articles
• Escalate more complex issues while ensuring smooth handoffs

What We're Looking For

Strong Communicator (Most Important)

• Clear, professional verbal and written communication skills
• Ability to translate user issues into well-documented tickets
• Comfortable interacting with non-technical users

Organized & Detail-Oriented

• Able to manage multiple requests without losing track of details
• Strong documentation habits and process discipline
• Ability to prioritize effectively in a fast-paced environment

Problem-Solver with a Learning Mindset

• Naturally curious and eager to learn new tools and technologies
• Comfortable asking questions and seeking clarification
• Able to follow structured troubleshooting steps

Team Player

• Works well with others and collaborates across teams
• Open to feedback and continuous improvement

Nice to Have (Not Required)

• Previous experience in customer service or helpdesk support
• Exposure to ticketing systems or IT support environments
• Basic familiarity with workplace technology (Windows, macOS, Office tools)

Why Join Us

• Great entry point into IT with clear growth opportunities
• Hands-on learning environment with supportive teammates
• Exposure to a global IT operation and real-world systems
• Opportunity to build both technical and professional skills

Growth Path

This role is designed to grow with you. You'll start by mastering ticket triage and communication, then progress into handling Level 1 technical issues independently as your confidence and skills develop.