Hybrid Service Desk Analyst I - IT Support & Growth

Encova Insurance

Columbus (OH)

Hybrid

USD 39,000 - 63,000

Full time

14 days+

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Benefits offered by this job

Health, Dental & Vision Insurance

401(k) Match

Paid Time Off

Hybrid or Remote Work

Life and Income Protection

Job summary

Encova Insurance in Columbus, Ohio, is hiring a Service Desk Analyst I to provide first-level IT support for hardware and software, with a hybrid schedule blending in-office days and remote work. The role involves triaging incidents, documenting resolutions, and collaborating with IT teams.

Preference for an Associate Degree and ITIL knowledge; strong customer service and communication skills are essential.

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 lifting 30 pounds and performing physical tasks related to moving and installing technology equipment
Capable of working from home and in hybrid/onsite environments

Responsibilities

Respond to incoming user phone calls and walk-up requests; provide first-level IT support for hardware and software issues
Troubleshoot technology issues to resolution or escalate per procedures
Triaging incidents and requests and routing to appropriate support team
Document user interactions, actions taken, and resolutions in the ticketing system
Follow up with IT users to gather information and confirm resolution