At Arbella, each one of our employees has a unique story, background, and perspective that enriches our community. And we celebrate that in our hello in the hallway, remember your pet’s name type of office culture. From face time with leadership, to local volunteering and Zoom parties, working at Arbella is anything but just another day in insurance. Come and see for yourself. The IT Service Center (ITSC) Analyst I will provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, the ITSC Analyst I will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products and applications to determine the best way to resolve end user problems. The ITSC Analyst I will provide corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software and telephony. This includes providing support and troubleshooting for problem remediation, installation, configuring, diagnosing, repairing, and upgrading of corporate desktop/voice hardware and software according to Arbella standards. The ITSC Analyst I will be provide day-to-day desktop and application support such as identifying, researching, and resolving technical issues. Will respond to inquiries via email, phone, chat, or ticketing systems and close tickets once issues have been resolved. Key Responsibilities Respond to requests for technical support assistance in person, via phone, chat, or through electronic submissions. Manage the inventory of all user hardware and hardware requests extending from laptops, desktops, company issued phones and iPads. Oversee and administer all necessary changes to maintain versions of software on company issued equipment. Assist with navigating around application menus, may be required to remote into user's computer. Troubleshoot network connectivity issues, working with remote employees on a corporate network. Develop and sustain productive customer relationships, making the customer and their needs a primary focus. Escalate complex problems in a timely manner to the next level of support when appropriate. Understand and promote Arbella standards, guidelines, and policies for use and support of technology and IT Security standards Timely, efficient, and effective completion of assigned tasks with moderate supervision. Aggressively acquire necessary technical knowledge to effectively perform the job. Follow Arbella standard practices for desktop implementation, support, and maintenance. Skills and Qualifications Strong organizational skills and the ability to manage multiple competing projects with finite resources. Possess the ability to diagnose and remediate technical hardware and software issues. Ability to operate comfortably and effectively in a fast-paced, team-oriented environment, and work with minimal supervision. Experience serving and supporting customers who utilize a wide variety of hardware and software. Ability to communicate clearly and professionally, both verbally and in writing. Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues. Self-starter with good critical thinking, communication, problem-solving skills. Must be detail-oriented and have the ability to follow up and follow through Positive and professional demeanor Must have a valid driver’s license, pass the company physical exam, and be able to push 200 pounds and lift 40 pounds Training and Education Minimum of six months to two years of experience in a contact center or Help Desk environment supporting computer software, hardware, and/or other applications. Associate degree in a computer-related field of study or equivalent experience. Must possess or currently working towards CompTIA A Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook).