Help Desk Analyst

2 months ago

Boca Raton, Florida, United States NCCI Full time

WHO WE ARE:

Since 1923, NCCI has been committed to fostering a healthy workers compensation system. We are the nation's trusted source for accurate, objective workers compensation information. At NCCI, we recognize that our employees are the reason our legacy endures today. We're motivated by the opportunity to do challenging and interesting work, and our Total Rewards package attracts top talent. Our employees care about each other, and the communities in which they live and work. Our values of integrity, respect, quality and excellence, responsibility, and commitment guide our success.

WHAT WE BELIEVE:

We come from diverse backgrounds, so our commitment to inclusion is what brings us together to work as one.

  • We respect each other and value our differences.
  • We can be authentic and feel like we belong.
  • We promote equity in our organization and our community.

At NCCI, we're looking for a Help Desk Analyst to provide first-level technical support to internal users for NCCI computer systems and related equipment/services. You'll 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 staff.

Additionally, you'll 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 satisfaction.

WHAT YOU'LL DO:

  • Respond to end-user requests by logging, diagnosing, and resolving/escalating incidents in the ticketing system
  • Keep current with software/hardware deployments and configurations, infrastructure, and application development activities to provide effective support and timely correlation of incidents
  • Monitor 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/GED
  • 2+ years related experience in technical support work in a call center environment related to the diagnosis and problem resolution of computer hardware and software
  • Working 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 systems
  • Professional verbal and written communication skills to convey information clearly and concisely
  • Ability to communicate technical concepts in a non-technical manner while maintaining a friendly and customer focused attitude
  • Critical thinking in assessing situations to identify themes, propose improvements/solutions to maintain optimal processes and Help Desk Services

PREFERRED SKILLS & EXPERIENCES:

  • Bachelor's Degree or technical trade school
  • Certification in any of the following: Help Desk Professional, HDI Support Center Analyst, Comptia A+, additional Comptia Certifications, Computer Programming languages

WHAT'S IN IT FOR YOU:

  • Competitive starting salary with a targeted annual performance bonus
  • Wonderful team of dynamic people to work with who are fun, caring, and friendly
  • Fantastic benefits package
  • Phenomenal work environment with perks including an onsite cafe and coffee shop, employee activities, fitness center, and sports leagues

WHO TO CONTACT:

Zach Wierzba

Sr Talent Acquisition Specialist

EQUAL EMPLOYMENT OPPORTUNITY

NCCI Holdings, Inc. is an Equal Opportunity Employer. It is our policy to provide equal opportunities to our employees (for example, in hiring, promotions, training) and to all job applicants, and to maintain a work environment free of discrimination on the basis of race, creed, color, national origin, marital and veteran status, gender, age, status as a qualified individual with a disability, religion, sexual orientation and gender identity or expression, genetic information, or any other basis prohibited by law. This policy applies to all employees and job applicants for employment.

We require a drug screen and background check. Smoke Free environment.

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