Hybrid IT Service Desk Analyst I

Encova Mutual Insurance Group.; North Carolina; Hybrid; USD 39,000 - 63,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Bonus program

401(k) match

PTO & holidays

Flexible work arrangements

Job summary

Encova Insurance seeks a Service Desk Analyst I to handle first-line IT support in a hybrid Columbus, OH environment. You will respond to user requests, diagnose hardware and software issues, and route incidents to appropriate teams while documenting actions in the ticketing system.

Ideal candidates have an associate degree and strong customer service skills, with Linux/Windows and Office familiarity. The role offers a hybrid schedule and benefits as part of Encova’s IT support team.

Qualifications

• Associate degree or equivalent preferred.
• ITIL knowledge or ITSM familiarity beneficial.
• Strong customer service and communication skills.
• Ability to maintain confidentiality and work in a team.

Responsibilities

• Respond to incoming user phone calls and walk-up requests.
• Provide first-level support for hardware and software issues.
• Troubleshoot and route incidents per procedures.
• Document interactions and resolutions in the ticketing system.
• Participate in on-call rotation as required.
• Follow up with users on issue status and resolution.

Skills

ITIL knowledge

Customer service

Verbal & written communication

Team player

Confidentiality

Windows & Microsoft Office

Physical ability

Education

Associate degree in CS, business or related fields

Tools

Ticketing system

Job description

Encova Insurance seeks a Service Desk Analyst I to handle first-line IT support in a hybrid Columbus, OH environment. You will respond to user requests, diagnose hardware and software issues, and route incidents to appropriate teams while documenting actions in the ticketing system.

Ideal candidates have an associate degree and strong customer service skills, with Linux/Windows and Office familiarity. The role offers a hybrid schedule and benefits as part of Encova’s IT support team.