Hybrid IT Service Desk Analyst I

Encova Mutual Insurance Group.; Columbus (OH); Hybrid; USD 39,000 - 63,000; Full time

Benefits offered by this job

Health, Dental & Vision Insurance

Life and income protection plans

401(k) company match up to 7%

Paid Time Off & Holidays

Job summary

Encova Insurance in Columbus, OH is seeking a Service Desk Analyst I to join our IT team on a hybrid schedule with in-office days each week. You will provide first-level support for hardware and software, triage incidents, document interactions, and coordinate with other teams to resolve issues.

The ideal candidate has an associate degree in a related field, ITSM knowledge, strong customer service and communication skills, and the ability to work from home.

Qualifications

• 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.
• Capable of working from home; must be able to lift 30 pounds and perform physical tasks related to moving equipment.
• Technical and analytical skills including computer hardware and Microsoft operating systems and Microsoft Office.

Responsibilities

• Respond to incoming user phone calls and walk-up requests.
• Provide First-level support of hardware and software issues and requests.
• Troubleshoot and escalate issues according to procedures.
• Triaging incidents and routing to appropriate team.
• Document interactions, actions, and resolutions in ticketing system.
• Follow up with IT users on status and completion of incidents and requests.

Skills

Customer service

Active listening

Verbal communication

Interpersonal skills

Conflict resolution

Education

Associate degree in Computer Science or related field

Tools

Microsoft Office

Job description

Encova Insurance in Columbus, OH is seeking a Service Desk Analyst I to join our IT team on a hybrid schedule with in-office days each week. You will provide first-level support for hardware and software, triage incidents, document interactions, and coordinate with other teams to resolve issues.

The ideal candidate has an associate degree in a related field, ITSM knowledge, strong customer service and communication skills, and the ability to work from home.