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

The 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.

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 elevate 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.

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 role

Encova Insurance is an EOE/E-Verify employer.

At Encova our associates are the heart of our business. Our exceptional culture makes it a special place to work and gives us a unique advantage. Building and sustaining this culture requires intentional effort from everyone in the company. We believe that achieving results and building trust are interrelated. Through connection, character and competence, we build trusting relationships with associates, agents and policyholders to achieve excellent results. Through our collaborative team structure we find professional and personal growth. We never stop learning and always seek to improve ourselves. At Encova, we know that inclusion and belonging foster our competitive edge by giving voice to every individual's unique talent and perspective; and we believe that when a condition of equity exists, all associates can contribute to the fullest extent of their knowledge, skills and ability.

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.

We believe that happy, healthy associates are the foundation of great work. Join us and thrive both professionally and personally.