Help Desk Analyst

NCCI is hiring a Help Desk Analyst to support internal users in a flexible-hybrid environment from Boca Raton, FL. In this role, you’ll be the first line of support for computer systems and related equipment and services, helping keep day-to-day operations running smoothly through clear communication, timely resolution, and effective escalation when issues need deeper expertise.

What you’ll do

• Respond to end-user requests by logging, diagnosing, and resolving or escalating incidents in the ticketing system.
• Stay current with software and hardware deployments, including configurations, infrastructure, and application development activities to support timely incident correlation.
• Monitor open ticket status to ensure incidents, problems, or service-related calls are closed in line with SLAs.
• Handle incidents and requests reported via phone calls, emails, and dashboards, providing immediate solutions and escalating as needed.
• Support system availability by documenting issues, communicating with impacted users, coordinating troubleshooting, and pursuing root cause analysis.
• Serve as an advocate for NCCI users and a key part of improving customer satisfaction through helpful, responsive support.

What you bring

• High School Diploma/GED
• 2+ years of related technical support experience in a call center environment focused on diagnosing and resolving computer hardware and software issues.
• Working knowledge of technical areas including computer hardware, operating systems, unified communications, Microsoft 365, common desktop software tools (including remote assistance), and mobile devices.
• Experience with call center and incident management systems.
• Professional verbal and written communication skills to convey information clearly and concisely.
• Ability to translate technical concepts for non-technical users with a friendly, customer-focused approach.
• Critical thinking to identify themes, propose improvements, and help maintain optimal Help Desk processes and services.

Tools and technologies

• Microsoft 365
• Remote assistance
• Unified communications
• Operating systems
• Ticketing system
• Call center and incident management systems

Additional notes

• Visa sponsorship is not available for this position.
• The selected candidate must be local within a commutable distance to NCCI’s Boca Raton, FL headquarters.
• This role works in a flexible-hybrid environment.

Preferred (optional) qualifications

• Bachelor’s Degree or technical trade school
• Certification in: Help Desk Professional, HDI Support Center Analyst, CompTIA A+, and/or additional CompTIA certifications
• Computer programming languages