Help Desk Analyst

TEAM: INFORMATION TECHNOLOGYPAY TYPE: HOURLYJOB OVERVIEW: At NCCI were looking for a Help Desk Analyst to provide first-level technical support to internal users for NCCI computer systems and related equipment/services. Youll respond to incidents/requests reported via phone calls emails and dashboards diagnose the incidents/requests provide immediate solutions and if necessary escalate to the appropriate youll support system availability by documenting issues communicating to impacted users escalating to support teams coordinating troubleshooting and pursuing root cause analysis. Our Help Desk Analysts are the NCCI users advocates and are an integral part of ensuring customer LOCATION:This position will work in a flexible-hybrid environment. The selected candidate must live locally within a commutable distance to our Boca Raton FL : NCCI will not sponsor applicants for work YOULL DO:Respond to end-user requests by logging diagnosing and resolving/escalating incidents in the ticketing systemKeep current with software/hardware deployments and configurations infrastructure and application development activities to provide effective support and timely correlation of incidentsMonitor open call tickets to ensure appropriate closure of incident problem or service-related calls within Service Level Agreements (SLAs)WHAT IT TAKES:High School Diploma/GED2 years related experience in technical support work in a call center environment related to the diagnosis and problem resolution of computer hardware and softwareWorking knowledge in technical areas such as: computer hardware operating systems unified communications Microsoft 365 common desktop software tools (remote assistance etc.) mobile devices call center and incident management systemsProfessional verbal and written communication skills to convey information clearly and conciselyAbility to communicate technical concepts in a non-technical manner while maintaining a friendly and customer focused attitudeCritical thinking in assessing situations to identify themes propose improvements/solutions to maintain optimal processes and Help Desk ServicesPREFERRED SKILLS & EXPERIENCES:Bachelors Degree or technical trade schoolCertification in any of the following: Help Desk Professional HDI Support Center Analyst Comptia A additional Comptia Certifications Computer Programming languagesWHATS IN IT FOR YOU: Work for the leader in workers compensation information providing data insights and tools for almost 1000 insurance companies with over 100 years of experienceCompetitive base salary plus a targeted annual performance bonusWonderful team of dynamic people to work with who are fun caring and friendlyPositive work environment and culture which celebrates success and honors each others contributions to the teamFantastic benefits packageWHO TO CONTACT: Zach WierzbaSr Talent Acquisition