Help Desk Analyst

The Help Desk Analyst role serves as the first stop for employees needing help with technology issues at Physicians Mutual Insurance Company, Inc. in Omaha, NE (onsite).

Responsibilities

• Act as the primary point of contact for employee technology questions, issues, and IT service requests.
• Diagnose and resolve problems involving hardware, software, applications, and network connectivity.
• Escalate complex technical issues to the appropriate IT teams while staying engaged through resolution updates.
• Record support requests, troubleshooting actions, and outcomes in the IT service management system.
• Assist with software installations and updates, including workstation setup and equipment configuration.
• Support user access requests and perform account maintenance activities according to company procedures.
• Coordinate with internal technology teams and external vendors to help resolve technical problems.
• Track open incidents, follow up with employees, and work to ensure timely completion of support requests.
• Maintain familiarity with company-supported technologies and contribute to IT projects and administrative tasks.

Requirements

• Associate’s or Bachelor’s degree in Management Information Systems, Information Technology, Computer Science, or a related field.
• 1–2 years of experience in technical support, help desk, desktop support, or a related customer service/technical position.
• Strong working knowledge of Microsoft Windows, Microsoft Office applications, and common workstation technologies.
• Basic understanding of networking, hardware troubleshooting, and software installation.
• Excellent customer service, communication, and interpersonal skills.
• Strong analytical and problem-solving abilities, including troubleshooting issues remotely.
• Ability to prioritize multiple support requests in a fast-paced environment.
• Strong attention to detail and accuracy when documenting technical issues and resolutions.
• Maintain a calm, professional, and customer-focused approach during challenging technical situations.
• Ability to work collaboratively with technical teams and employees across the organization.

Technologies

• Microsoft Windows
• Microsoft Office