Tier 1 Help Desk Analyst | IT Support & AD Expert

neteffects; St. Louis (MO); On-site; USD 42,000 - 64,000; Full time

Job summary

neteffects is seeking a Help Desk Specialist to provide fast and effective technical support to the team. Under supervision the analyst will provide Tier 1 support to resolve technical request and problems, answer customer questions, and support clients through troubleshooting steps while providing exceptional customer service experience.

When issues exceed the scope of responsibility or tools, support will continue through collaboration or escape to higher tier support teams.

Qualifications

• Associate's degree or related experience
• 2+ years' customer services or technical user support experience
• 2+ years of Customer Service,
• ServiceNow or similar ticket system experience
• Active Directory experience
• Strong Knowledge of computer software, hardware, and networks
• Ability to multitask and prioritize workload in a omnichannel environment
• Ability to be flexible when needed, take initiative, and demonstrate accountability
• Adept at oral communications, verbal communications, and customer service skills
• Ability to quickly adapt to new methods
• Independent problem-solving, self-direction and documentation skills
• Ability to work well within a team environment and participate in department projects
• Preferred/Bonus – not required
• 3+ years' Service Desk or technical user support experience
• Bachelor’s Degree or equivalent experience
• Insurance industry knowledge

Responsibilities

• Answer incoming calls, emails, or chat messages from users seeking technical help.
• Troubleshooting: Diagnose and fix basic problems related to Windows/macOS, office software, passwords, and local hardware.
• Ticketing: Record interactions, diagnostic steps, and resolutions accurately in the company's tracking system.
• Escalation: Forward complex or unresolved technical issues to Tier 2 or Tier 3 specialists.
• User Guidance: Walk users through problem-solving steps or train them on basic computer and software functions.
• Maintain the culture of customer satisfaction and security.

Skills

Tier 1 support

Active Directory

ServiceNow

Multitasking

Customer service

Education

Associate degree or related experience

Bachelor’s degree or equivalent experience

Tools

Ticketing system

Remote tools

Job description

neteffects is seeking a Help Desk Specialist to provide fast and effective technical support to the team. Under supervision the analyst will provide Tier 1 support to resolve technical request and problems, answer customer questions, and support clients through troubleshooting steps while providing exceptional customer service experience.

When issues exceed the scope of responsibility or tools, support will continue through collaboration or escape to higher tier support teams.