Help Desk Analyst

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. 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. What We Believe We come from diverse backgrounds, so our commitment to inclusion is what brings us together to work as one. We respect each other and value our differencesWe can be authentic and feel like we belongWe promote equity in our organization and our community TEAM: INFORMATION TECHNOLOGY PAY TYPE: HOURLY Job Overview At NCCI, we’re looking for a Help Desk Analyst to provide first-level technical support to internal users for NCCI computer systems and related equipment/services. You’ll respond to incidents/requests reported via phone calls, emails, and dashboards, diagnose the incidents/requests, provide immediate solutions, and, if necessary, escalate to the appropriate staff. Additionally, you’ll support system availability by documenting issues, communicating to impacted users, escalating to support teams, coordinating troubleshooting, and pursuing root cause analysis. Our Help Desk Analysts are the NCCI users’ advocates and are an integral part of ensuring customer satisfaction. This position will work in a flexible-hybrid environment. The selected candidate must be local within a commutable distance to our Boca Raton, FL headquarters. NOTE: NCCI will not sponsor applicants for work visas. What You'll Do Respond to end-user requests by logging, diagnosing, and resolving/escalating incidents in the ticketing systemKeep current with software/hardware deployments and configurations, infrastructure, and application development activities to provide effective support and timely correlation of incidentsMonitor open call tickets to ensure appropriate closure of incident, problem, or service-related calls within Service Level Agreements (SLAs) What It Takes High School Diploma/GED2+ years related experience in technical support work in a call center environment related to the diagnosis and problem resolution of computer hardware and softwareWorking knowledge in technical areas such as: computer hardware, operating systems, unified communications, Microsoft 365, common desktop software tools (remote assistance, etc.), mobile devices, call center and incident management systemsProfessional verbal and written communication skills to convey information clearly and conciselyAbility to communicate technical concepts in a non-technical manner while maintaining a friendly and customer focused attitudeCritical thinking in assessing situations to identify themes, propose improvements/solutions to maintain optimal processes and Help Desk Services Preferred Skills And Experiences Bachelor’s Degree or technical trade schoolCertification in any of the following: Help Desk Professional, HDI Support Center Analyst, Comptia A+, additional Comptia Certifications, Computer Programming languages What You'll Receive Compensation & Benefits:Competitive base salaryAnnual performance bonus opportunityComprehensive benefits package and total rewards programCulture & Environment:Flexible hybrid work environmentCollaborative and supportive team cultureRecognition of individual contributions and shared successesOpportunities for professional growth and developmentBoca Raton Headquarters Perks:On-site café and coffee shopFitness centerGame roomEmployee events and activitiesCompany sports leagues Equal Employment Opportunity 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.