Help Desk
Classification: Help Desk Analyst II
Compensation: DOE
Looking for a new opportunity? This growing company's Help Desk Analyst position in the Insurance field might be right for you. The ideal candidate for this position is a self-confident, motivated person with a strong work ethic and excellent communication skills who enjoys a fast-paced, team-driven environment. We need a Service Desk Analyst who can represent the Service Desk by liaising with 2nd and 3rd level teams to help transition new and changing services. This position sometimes includes creating knowledge articles and arranging training for other Service Desk Analysts when needed. If you're looking for work where you can handle complex end-user support issues and provide support to team members by focusing and restoring service to the end users, this job might be for you. As the Help Desk Analyst, it is important that you understand how your role relates to IT projects and IT Service Management initiatives. We also need the chosen candidate for this position to understand Incident, Problem, Change Management and other processes. Also, how these processes work together to provide superior support and high availability of our business. Covering alternative shifts when needed is often necessary with this Analyst job.
Responsibilities
- Understand concepts related to networks, servers, PCs, databases, proprietary systems, etc.
- Troubleshoot end user issues: Provide root-cause analysis on various web and mobile applications; handle escalated tickets relating to server/network related issues
- Facilitate user account management: Onboarding, change and departure processes
- Provide guidance to Tier 1 support and team members
- Maintain hardware and peripherals: Responsible for upgrading and replacing computer parts; handle documentation and asset inventory
- Understand and utilize ITIL processes (Incident, Problem, Change, etc.) and how they are used in a corporate environment
- Meet and exceed SLA standards: Close tickets in a timely manner, while upholding customer service standards
- One or more programming or scripting language skills required
- This position will be the best fit for a candidate with a combination of superior customer service skills and technical aptitude
- Eager problem-solver who listens for customer cues and actively resolves problems with grace and integrity
- Technical skills to serve as escalation point for handling incidents and service requests related to application, operating system and other service related problems is required for success at this position
- 3+ years' of experience supporting desktop/server operating systems and technologies such as Active Directory, DNS, Exchange and VMware
- Capacity to analyze complex business problems, propose effective solutions and understand and apply business vision and direction
- Cyber Security experience
- It is best if you have ITIL certification
- Strong communication and interpersonal skills (verbal, written, and listening)
- Can work independently with minimal supervision
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