LOCAL - Enterprise Helpdesk Analyst LOCAL TO St. Louis​/IL

Associate’s degree or related experience

2+ years' customer services or technical user support experience

2+ years of Customer Service,

Service Now 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

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.

We are looking for a competent Help Desk Specialist to provide fast and effective technical support to our team.

The Help Desk Specialist will be responsible for diagnosing and resolving technical issues, ranging from simple application configurations to network troubleshooting.

The successful candidate will have an in-depth understanding of computer hardware, software, and networks.

The ability to communicate effectively with both technical and non-technical staff is crucial.

• 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.