Help Desk Analyst

Support end users and external partners by troubleshooting workplace technology and helping keep insurance systems and business operations running smoothly.

Responsibilities

• Deliver first level technical support for end user PC/Server hardware and desktop/workstation software issues
• Support desktop environment on MS Windows 11, including desktop problem resolution and systems support
• Handle MS Office 365 environment support, including upgrades and related troubleshooting
• Provide helpdesk support to external users, including Utica First agents and business partners, covering implementation setup, problem resolution, and usage of the company website and externally available information systems
• Administer helpdesk customer support systems software for call-in and internal support requests
• Maintain PC hardware and software for the IT Department
• Support knowledge areas related to anti-virus applications
• Assist with system upgrades and maintenance of the local area network
• Perform network operations plus limited network administration and monitoring duties, including data entry to update files and maintain systems
• Use basic knowledge of MS Windows Server for monitoring and related support activities
• Cross-train to verify completion of system backups and computer operations according to the operation manual, as needed
• Maintain a positive attitude and strong customer service orientation
• Work in a team environment with minimal direction
• Follow disciplined, detail-oriented processes with reliable organization and problem-solving

Requirements

• 1+ years of technical support experience in a similar environment
• Associates Degree in Computer Science (or related field) preferred or equivalent experience
• Microsoft certifications are a plus
• Strong analytical and problem-solving skills
• Excellent project management and written and oral communication skills desired
• Ability to collaborate and work as part of a team is essential
• Ability to work remotely is possible for candidates with the right skill set
• High sensitivity to accuracy, timeliness, and professionalism
• Continued educational development in Insurance, Software Quality, or Requirements Development is a plus

Technology

• MS Windows 11
• MS Office 365
• MS Windows Server
• Anti-Virus applications

Benefits

• Competitive starting salary
• Medical (first of following month)
• Dental
• Vision
• Life and Disability Insurance
• Company paid LTD
• Flexible Spending Accounts
• Health Savings Accounts
• Matching 401(k) Plan
• Roth 401k Plan
• Bonus program
• Generous Vacation, Sick and Personal Leave
• Generous holidays (to include Birthday)
• Business casual environment

Compensation

• $45,000 to $55,000 annually

Reporting Line

• Reports to the Director of Information Technology

Physical Requirements

• Ability to sit for extended periods while working at a computer in both home and office environments
• Frequent use of a headset, keyboard, mouse, and other standard office equipment
• Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment