Service Desk Analyst I

Encova•Columbus, OH

23h•Hybrid

About The Position

The salary range for this job posting is $39,241.00 - $62,786.00 annually + bonus + benefits. Pay Type: Hourly The above represents the full salary range for this job requisition. Ultimately, in determining your pay and job title, we'll consider your location, education, experience, and other job-related factors, and will fall within the stated range. Your recruiter can share more information about the specific salary range during the hiring process. Encova Insurance has an immediate opening for a Service Desk Analyst I for our Columbus, Ohio location. In this role, you will work a hybrid schedule with days in office each week. Are you a Referral? If you know a current Encova Insurance associate and would like to apply as a referral, please encourage them to submit your referral information before you submit your application. You will receive an email with a direct URL link to the Job Posting of interest. Applying through this URL link will create your referral relationship for our Talent Acquisition Team. Unique residence requirements are listed in each job posting, please review closely for details. Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes: Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin. At Encova Insurance, we firmly believe that our associates drive our company's success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating, and financially rewarding opportunities. Join us to discover a work experience where you can learn and grow to your fullest potential. We believe that happy, healthy associates are the foundation of great work. Join us and thrive both professionally and personally. Encova Insurance is an EEOE/E-Verify employer.

Requirements

Associate Degree in Computer Science, Business Administration, or related fields preferred
ITIL Certification or knowledge of IT Service Management processes desired
Effective customer service skills, including active listening. conflict resolution, decision-making, and negotiation.
Effective verbal, phone, written, and interpersonal communication skills
Highly productive, patient, and dependable
Quick to adapt and eager to learn
Capable of working within a team environment, sharing workload and responsibilities as necessary
Capable of keeping corporate and job-related information confidential
Technical and analytical skills including computer hardware and working knowledge of Microsoft operating systems and Microsoft Office software
Familiarity with mobile device hardware and operating systems (iOS/Android)
Able to lift 30 pounds and perform physical tasks related to moving and installing technology related equipment
Capable of working from home.
Able to work overtime as needed.

Responsibilities

Respond to incoming user phone calls and walk-up requests.
Provide First-level support of various technology hardware and software issues and requests.
Troubleshoot technology issues to resolution or escalate in accordance with defined procedures.
Triaging incoming incidents and requests then routing to appropriate support team.
Document user interactions, actions taken, and resolutions within the ticketing management system.
On behalf of IT users, follow up with support teams regarding the status and expected completion of incidents and requests.
Follow up with IT users to gather more information, confirm their issue was resolved, or ensure the requested service was provided.
Coach users on the installation and use of company provided technology hardware and software.
Research issues and/or interact with co-workers to find solutions.
Recommend improvements to the IT Service Desk operations, standards, and procedures.
Participate in the “on-call” rotation as necessary and when assigned.
Other duties as assigned.