The Tech Support Analyst will work within a team of analysts and is responsible for providing technical support and guidance for the organization’s collaboration tools and platforms, such as Microsoft 365 (Outlook, Teams, OneDrive, SharePoint Online), Cisco Webex (Meetings, Teams), Zoom (Meetings), Slack (Chat), etc. The collaboration services analyst troubleshoots and resolves issues related to the collaboration services, monitors, and analyzes the usage and performance of the collaboration services, collaborates with other IT teams and stakeholders to deliver effective and efficient collaboration solutions. The collaboration team is responsible for all change communications from the technology department. These responsibilities include creation of job aids, drafting communications, and getting approvals from business partners to publish them.

Key Responsibilities:

• Troubleshoot and resolve issues related to the collaboration services infrastructure and applications, such as email, chat, video conferencing, and document sharing.

• Monitor and analyze the usage, performance, and customer satisfaction of the collaboration services and implement improvement initiatives.

• Collaborate with other IT teams, business units, vendors, and external partners to deliver effective and efficient collaboration solutions that meet the organization’s needs and expectations.

• Stay updated on the latest trends and technologies in the collaboration domain and evaluate their potential benefits and risks for the organization.

• Establish and enforce policies, standards, procedures, and best practices for the collaboration services group.

• Champion changes within the team and company.

• Deliver comprehensive training sessions and develop essential user support materials for corporate end-users, including detailed user guides, FAQs, step-by-step tutorials, instructional videos, and more.

• Create communications for the technology group to inform them about the latest updates, features, issues, and best practices of the collaboration services.

Required Skills and Qualifications:

• Bachelor’s degree or equivalent work experience in in computer science, information systems, engineering, or related field

• Minimum of 5 years of experience in providing technical support and guidance for collaboration services

• In-depth knowledge of various collaboration technologies and platforms, such as Microsoft 365 (Exchange Online, Teams, SharePoint Online), Cisco Webex (Meetings, Teams), Zoom (Meetings), Slack (Chat), Google Workspace (Gmail, Drive), etc.

• Strong skills in network administration, system administration, cloud computing, IT security, IT service management, IT governance, and ITIL framework

• Excellent verbal and written communication skills

• Ability to prioritize multiple simultaneous projects.

• Ability to track, manage, and ensure project tasks are completed on time.

This role is Hybrid. You should be located within a committable distance to one of our offices located in Baltimore MD, Charlotte NC, Wilmington DE, Evansville IN, or Dallas/Fort Worth TX. Our colleagues are in the office a minimum of one day a week for dedicated collaboration.

Who we Are

OneMain Financial (NYSE: OMF) is the leader in offering nonprime customers responsible access to credit and is dedicated to improving the financial well-being of hardworking Americans. Since 1912, we’ve looked beyond credit scores to help people get the money they need today and reach their goals for tomorrow. Our growing suite of personal loans, credit cards and other products help people borrow better and work toward a brighter future.

Driven collaborators and innovators, our team thrives on transformative digital thinking, customer-first energy and flexible work arrangements that grow lives, careers and our company. At every level, we’re committed to an inclusive culture, career development and impacting the communities where we live and work. Getting people to a better place has made us a better company for over a century. There’s never been a better time to shine with OneMain.

Because team members at their best means OneMain at our best, we provide opportunities and benefits that make their health and careers a priority. That’s why we’ve packed our comprehensive benefits package for full- and some part-timers with:

• Health and wellbeing options for team members and their dependents
• Up to 4% matching 401(k)
• Employee Stock Purchase Plan (10% share discount)
• Tuition reimbursement
• Continuing education
• Bonus eligible
• Paid time off (15 days’ vacation per year, plus 2 personal days, prorated based on start date)
• Paid holidays (7 days per year, based on start date)
• Paid volunteer time (3 days per year, prorated based on start date)
• And more

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