Help Desk Analyst - local candidates

ABOUT THE POSITION:

This position will provide 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 individual will provide feedback and system status updates to users and logs all requests into the problem tracking system; monitor and report calls/call metrics from the time they are opened until the time they are closed while at the same time ensuring customer satisfaction.


WHAT YOU WILL DO IN THIS POSITION:

·Respond to end-user requests by properly logging, diagnosing, resolving/reassigning incidents into the problem tracking system.

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

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


WHAT’S IN IT FOR YOU:

·A competitive starting base salary plus a targeted 7% annual performance bonus

·A Monday through Friday work schedule

·A phenomenal work environment with perks including: onsite restaurant and coffee shop, employee activities, onsite fitness center, and sports leagues

·A wonderful team of fun, caring and friendly people to work with

·A fantastic benefits package that’s hard to find in south Florida  

WHAT YOU MUST BRING TO THE ROLE:

·Minimum of a High School Diploma/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 Tools, common desktop software tools (Adobe Reader, screen print, remote desktop, 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, convey thought and information clearly and concisely

·Professional, customer-focused, and friendly attitude that you will use over the phone and in writing

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


WHO WE ARE:

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. We are the industry leader.

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.

We require a drug screen and background check. 

EEO / Smoke free environment