IT Support Analyst

Description

Summary: We are seeking a motivated IT Support Analyst with excellent customer service to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

Essential Duties and Responsibilities 

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to a suitable technician when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Research solutions through internal and external knowledge bases as needed.
• Identify and learn the appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined. 
• Install antivirus software and ensure virus definitions are up to date.
• Configure, install, and perform preventative maintenance of workstations, printers, and peripherals.
• Test fixes to ensure an incident has been adequately resolved.
• Develop help sheets and FAQ lists for end users.
• Contribute to the technician's knowledge base as needed.
• Reinforce SLAs to manage end-user expectations.
• Provide suggestions for continual improvement.

Supervisory Responsibilities: None

Qualifications

Education and Experience: 

• College diploma or university degree in the field of Information Technology and/or 2 years equivalent work experience.

Required Knowledge and Skills: 

• Top-level focus on customer satisfaction, delivering exceptional customer support utilizing strong interpersonal communications, with a focus on rapport building, listening, and questioning skills.
• Knowledge of basic computer hardware.
• Experience with Windows operating systems.
• Extensive application support experience with Microsoft Office and Google Workspace.
• Working knowledge of a range of diagnostic utilities.
• Familiarity with the fundamental principles of ITIL.
• Exceptional written and oral communication skills.
• Strong documentation skills.

Physical Requirements: 

• Able to work in a typical office setting where the employee may occasionally lift and/or move up to 10 pounds.
• The noise level in the work environment is usually moderate.
• Occasional travel required (< 10%)

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Nodak Insurance Company complies fully with all federal, state, and local employment laws and shall provide equal employment and advancement opportunities for all persons regardless of race, color, creed, religion, national origin, sex, sexual orientation, age, the presence of any mental or physical disability, status with regard to public assistance or marriage, or any other category protected by local, state or federal law.