Help Desk Analyst - Remote

Location Boca Raton, Florida; Remote Req ID #440
At NCCI, we’re looking for a Help Desk Analyst to provide first-level support to internal users of NCCI computer systems and related equipment/services. You’ll answer incoming phone calls, diagnose the request, provide immediate solutions, and, if necessary, assign problems/service requests to the appropriate support staff.
In this role, you’ll provide feedback and system status updates to users and log all requests into the problem tracking system. In addition, you’ll monitor and report calls/call metrics from the time they are opened until the time they are closed while ensuring customer satisfaction.

This position has the potential to work remotely within the Eastern or Central time zones. 

  • Respond to end-user requests by properly logging, diagnosing, and 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)
  • High School Diploma/GED
  • 2+ years related experience in technical support work 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 verbal and written communication skills
  • Ability to express technical concepts in a non-technical manner to internal users, while conveying thoughts and information clearly and concisely
  • Professional, friendly, and customer-focused attitude that you’ll use over the phone and in writing
  • Bachelor’s Degree or technical trade school
  • Certification in any of the following: Help Desk Professional, HDI Desktop Support Technician, HDI Support Center Analyst, A+ Certification
  • Competitive starting salary with a targeted annual performance bonus
  • Wonderful team of dynamic people to work with who are fun, caring, and friendly
  • Fantastic benefits package
  • Phenomenal work environment with perks including an onsite café and coffee shop, employee activities, fitness center, and sports leagues

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 recognize that our employees are the reason our legacy endures today. Our employees care about each other and the communities in which they live and work, and our values of integrity, respect, quality and excellence, responsibility, and commitment guide our success.

Zach Wierzba 
Sr Talent Acquisition Specialist

NCCI Holdings, Inc. is an Equal Opportunity Employer. It is our policy to provide equal opportunities to our employees (for example, in hiring, promotions, training) and to all job applicants, and to maintain a work environment free of discrimination on the basis of race, creed, color, national origin, marital and veteran status, gender, age, status as a qualified individual with a disability, religion, sexual orientation and gender identity or expression, genetic information, or any other basis prohibited by law. This policy applies to all employees and job applicants for employment.

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

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