Help Desk Analyst

  • NCCI Holdings
  • Boca Raton, FL, USA
Full Time Consultant Information Technology

Job Description

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. Learn about how you can contribute to our company’s success in the following position:

Job Purpose:
Provides first level support to internal users of NCCI computer systems and related equipment/services by answering incoming phone calls, diagnosing the request, providing immediate solutions and if necessary, assigning problems/service requests to the appropriate support staff. This position provides feedback and system status updates to users and logs all requests into the problem tracking system. Monitors and reports calls/call metrics from the time they are opened until the time they are closed while at the same time ensuring customer satisfaction.

Major Duties:
Responds to end-user requests by properly logging, diagnosing, resolving/reassigning incidents into the problem tracking system.

Keeps current with software/hardware deployments and configurations, infrastructure and application development activities to provide effective support and timely correlation of incidents`.

Monitors open call tickets to ensure appropriate closure of incident, problem or service related calls within Service Level Agreements (SLAs).

Required Education, Experience & Skills:
High School Diploma or GED and 2 years technical support work related experience in a call center environment related to the diagnosis and problem resolution of computer hardware and software.

Working knowledge in technical areas such as: PC hardware, PC operating systems, email, instant messaging, unified communications, Microsoft Office, common desktop software tools (Adobe Reader, remote desktop, VPN, etc.), mobile devices, call center and problem management systems.

Strong interpersonal Skills: Verbal, written, ability to express technical concepts in a non-technical manner to internal users, conveys thought and information clearly and concisely.

Preferred Education, Experience, and Skills:
Bachelor’s Degree or technical trade school. Any of the following: Help Desk Professional; HDI Desktop Support Technician; HDI Support Center Analyst; A+ Certification.

Related key words: IT Help Desk, Desktop Support Technician, Helpdesk, Computer Technician 

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.
Experience NCCI.

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

Education Requirements

Bachelor's Degree