Service Desk Analyst I

Encova Insurance•Columbus, OH

2d•$39,241 - $62,786•Hybrid

About The Position

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. This position has been evaluated in accordance with the Americans with Disabilities Act. Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it. This description reflects the nature and level of work performed by associates in this position. It is not an all-inclusive inventory of duties, responsibilities and qualifications required. It provides an accurate overview of the work and skills needed to perform this position. Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.

Requirements

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.

Nice To Haves

Associate Degree in Computer Science, Business Administration, or related fields preferred
ITIL Certification or knowledge of IT Service Management processes desired

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.