Help Desk Analyst (Hybrid)

NYCM Insurance; Town of Edmeston (NY); Hybrid; USD 37,000 - 55,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

NYCM Insurance is seeking a Help Desk Analyst to provide first-level support via phone and ticketing systems. This hybrid role requires two in-office days per week and offers a 37.5-hour work week with on-call rotations.

Responsibilities include dispatching to Technical Support, maintaining service and licensing records, and ensuring timely processing of customer requests. Applicants should have a high school diploma and strong communication skills.

Qualifications

• End user knowledge of typical office software and hardware.
• Strong interpersonal and customer service skills.
• Clear written, oral, and listening abilities.
• Ability to follow procedures in a timely manner.

Responsibilities

• Answer the Help Desk phone and provide first level support.
• Dispatch technical staff to user calls when needed.
• Maintain the Service Management System and inventory data.
• Maintain software licensing database and perform audits.
• Handle on-call rotation and cover flexible hours.

Skills

End user knowledge

Customer service

Written & verbal comm.

Teamwork

Education

High school diploma or equivalent

Job description

The Help Desk Analyst (Hybrid) will answer and log incoming telephone calls to the Help Desk. They will also answer and give support to the user. In addition they will dispatch to technical support as appropriate.

Duties & Responsibilities:

• Answer the Help Desk phone and give first level support to users.
• Dispatch Technical Support personnel to user calls when needed.
• Maintain the Service Management System, which includes entering of call data and inventory changes.
• Maintain software licensing database.
• Perform software audits when required.
• Maintain appropriate contracts.
• Maintain hardware/software requisitions for purchases.
• Be able to work flexible hours to cover the various shifts.
• On call rotation as assigned.
• Insure customer requests for processing in a timely manner.
• Be available to work additional hours, as the business needs dictate.
• Other duties as assigned.

Requirements:

• High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position.

Qualifications/Skills:

• End user working knowledge.
• Good interpersonal and customer service skills.
• Good written, oral, and listening skills.
• Ability to follow procedures in a timely manner.
• Ability to work professionally and effectively independently or in a team environment.

Market Range: 3 / Non-Exempt / 37.5 hours per week / Hybrid: 2 days in office per week

Salary Range: $36,844 - $55,266

Accepting applications through: 12/3/26

Equal Opportunity Employer
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