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Help Desk Analyst I

4 months ago

Boca Raton, United States Florida Peninsula Insurance Company Full time

**About Us**:
At Florida Peninsula Insurance, we pride ourselves on our dynamic, supportive IT environment. Our mission is to leverage technology to enhance the efficiency and security of our operations, ensuring we continue to provide exceptional service to our clients.

**Position Summary**:
**Key Responsibilities**:

- Efficiently log, categorize, and prioritize incoming support tickets, using our IT service management tools to track and manage issues.
- Provide remote support for basic software and hardware issues, including password resets, printer troubleshooting, and basic network connectivity issues, primarily within our Windows OS and MAC OS environments.
- Escalate complex issues to higher-level support staff in a timely manner, ensuring a seamless handoff and continuity of service.
- Assist in the onboarding process for new employees by setting up necessary accounts and software, utilizing Active Directory and Office 365 ecosystems.
- Monitor system reports and performance metrics, including Wi-Fi endpoints and door entry systems, to identify and address potential issues proactively.
- Maintain and update IT inventory records, contributing to the effective management of company assets.

**Qualifications**:
**Qualifications**:

- Bachelor’s degree or 2 years of directly related experience.
- Fundamental knowledge of IT systems and principles, with a strong emphasis on customer service and problem-solving skills.
- Experience with Microsoft Windows environments, Active Directory, and Office 365 preferred.
- Ability to multitask and prioritize in a fast-paced environment, with a keen eagerness to learn and grow within the IT field.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical issues in an understandable manner.