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

## Service Desk Analyst IApply: Columbus, OH: Full time: Posted Today: R002065The salary range for this job posting is $39,241.00 - $62,786.00 annually + bonus + benefits. Pay Type: Hourly*The above represents the full salary range for this job requisition. Ultimately, in determining your pay and job title, we'll consider your location, education, experience, and other job-related factors, and will fall within the stated range. Your recruiter can share more information about the specific salary range during the hiring process.*Encova Insurance has an immediate opening for a Service Desk Analyst I for our Columbus, Ohio location. In this role, you will work a hybrid schedule with days in office each week.**Are you a Referral?**If you know a current Encova Insurance associate and would like to apply as a referral, please encourage them to submit your referral information before you submit your application. You will receive an email with a direct URL link to the Job Posting of interest. Applying through this URL link will create your referral relationship for our Talent Acquisition Team.**Unique residence requirements are listed in each job posting, please review closely for details.**Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes:Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin. **ESSENTIAL FUNCTIONS:**Respond to incoming user phone calls and walk-up requests. Provide First-level support of various technology hardware and software issues and requests. Troubleshoot technology issues to resolution or escalate in accordance with defined procedures. Triaging incoming incidents and requests then routing to appropriate support team. Document user interactions, actions taken, and resolutions within the ticketing management system. On behalf of IT users, follow up with support teams regarding the status and expected completion of incidents and requests. Follow up with IT users to gather more information, confirm their issue was resolved, or ensure the requested service was provided.**OTHER FUNCTIONS:**Coach users on the installation and use of company provided technology hardware and software. Research issues and/or interact with co-workers to find solutions. Recommend improvements to the IT Service Desk operations, standards, and procedures. Participate in the “on-call” rotation as necessary and when assigned. Other duties as assigned.**KNOWLEDGE, SKILLS AND ABILITIES:*** 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* Highly productive, patient, and dependable* Quick to adapt and eager to learn* Capable of working within a team environment, sharing workload and responsibilities as necessary* Capable of keeping corporate and job-related information confidential* Technical and analytical skills including computer hardware and working knowledge of Microsoft operating systems and Microsoft Office software* Familiarity with mobile device hardware and operating systems (iOS/Android)* Able to lift 30 pounds and perform physical tasks related to moving and installing technology related equipment* Capable of working from home.* Able to work overtime as needed.*This position has been evaluated in accordance with the Americans with Disabilities Act. Encova Insurance makes every effort to reasonably accommodate disabilities to permit performance of the essential functions and candidates who need such accommodation are encouraged to seek it. This description reflects the nature and level of work performed by associates in this position. It is not an all-inclusive inventory of duties, responsibilities and qualifications required. It provides an accurate overview of the work and skills needed to perform this position. Because job content may change from time to time, Encova Insurance reserves the right to add and/or delete functions from this job as it deems necessary for business reasons.***Ready to join our team?** At Encova Insurance, we firmly believe that our associates drive our company's success by delivering unrivaled service to our customers. With success in mind, we make an ongoing effort to provide an environment that offers challenging, stimulating, and financially rewarding opportunities. Join us to discover a work experience where you can learn and grow to your fullest potential.**What you can expect from us**In addition to a competitive compensation package, we offer a comprehensive benefits package designed to support the well-being and growth of our associates. Available benefits (subject to any policy or plan changes) include, but are not limited to:* Health, Dental & Vision Insurance* Company-provided life and income protection plans* Eligibility to participate in a company incentive bonus program* 401(k) Retirement Plan - 100% company match up to 7% on annual salary* Paid Time Off, Paid Holidays, and Floating Holidays* Flexible Work Arrangements - Hybrid and remote depending on the roleWe believe that happy, healthy associates are the foundation of great work. Join us and thrive both professionally and personally.Encova Insurance is an EOE/E-Verify employer.