Associate Help Desk Analyst

CCC Intelligent Solutions•Sioux Falls, SD

10d

About The Position

The CCC IT Help Desk Technician provides local and remote technical support to employees and contractors. As a front-line representative of IT, the technician resolves common technical issues, supports assigned services, and delivers customer-focused assistance. The role supports Windows PCs, Macs, iPads and other mobile devices, Microsoft 365, Microsoft Entra ID access and authentication, video conferencing, printers, and other workplace technology. The position handles Tier 1+ escalations, supports end-user hardware and software, manages assigned account and access tasks, assists with onboarding, and maintains clear ticket and knowledge-base documentation. It also provides support for telephony, networks, and conference-room audio, video, and telepresence equipment.

Requirements

Proven working experience providing help desk support.
Live phone troubleshooting experience is required.
Ability to learn and pick up concepts quickly.
Working knowledge of Windows 11, macOS, iPadOS, and Microsoft 365.
Strong customer service and troubleshooting skills.
Ability to communicate technical information verbally and in writing to a wide range of end users.
Experience working with virtual or remote staff members.
At least 2 years of experience working in a Windows/Mac environment.

Nice To Haves

Experience maintaining and updating Microsoft Entra ID and Active Directory user accounts, group memberships, authentication settings, and access.
Experience supporting Mac and PC hardware, iPads and other mobile devices, printers, scanners, and computer peripherals.
Client PC connectivity knowledge, including Ethernet and TCP/IP.

Responsibilities

Handle Tier 1+ help desk escalations through tickets, email, and required phone support; track, route, and redirect issues to the appropriate resources.
Follow up on outstanding requests and ensure timely resolution.
Guide customers through the problem-solving process.
Record, document, and close issues using Total Call Ownership; recommend procedure modifications or improvements.
Maintain and update Microsoft Entra ID user accounts, group memberships, and assigned access; configure hardware for new-hire onboarding and ongoing support.
Provision, configure, troubleshoot, and support end-user hardware, including Windows PCs, Macs, iPads, and related peripherals.
Support iPad enrollment, application access, connectivity, updates, and common mobile-device issues using approved device-management tools and processes.
Troubleshoot Microsoft Entra ID sign-in, multifactor authentication, password, group membership, and access issues; escalate identity and security concerns according to established procedures.
Set up and support desktop applications.
Provision and support end-user VOIP telephony equipment.
Support wired and wireless networks.
Document and expand the ticketing system and internal knowledge base.
Support audio, video, and telepresence equipment in conference rooms.
Perform other duties as added or assigned.