Help Desk Analyst

TEAM: INFORMATION TECHNOLOGY PAY TYPE: HOURLY JOB OVERVIEW: At NCCI, we’re looking for a Help Desk Analyst to provide first-level technical support to internal users for NCCI computer systems and related equipment/services. You’ll respond to incidents/requests reported via phone calls, emails, and dashboards, diagnose the incidents/requests, provide immediate solutions, and, if necessary, escalate to the appropriate staff. Additionally, you’ll support system availability by documenting issues, communicating to impacted users, escalating to support teams, coordinating troubleshooting, and pursuing root cause analysis. Our Help Desk Analysts are the NCCI users’ advocates and are an integral part of ensuring customer satisfaction. This position will work in a flexible-hybrid environment. The selected candidate must be local within a commutable distance to our Boca Raton, FL headquarters. NOTE: NCCI will not sponsor applicants for work visas. WHAT YOU'LL DO: Respond to end-user requests by logging, diagnosing, and resolving/escalating incidents in the ticketing system Keep current with software/hardware deployments and configurations, infrastructure, and application development activities to provide effective support and timely correlation of incidents Monitor open call tickets to ensure appropriate closure of incident, problem, or service-related calls within Service Level Agreements (SLAs) WHAT IT TAKES: High School Diploma/GED 2+ years related experience in technical support work in a call center environment related to the diagnosis and problem resolution of computer hardware and software Working knowledge in technical areas such as: computer hardware, operating systems, unified communications, Microsoft 365, common desktop software tools (remote assistance, etc.), mobile devices, call center and incident management systems Professional verbal and written communication skills to convey information clearly and concisely Ability to communicate technical concepts in a non-technical manner while maintaining a friendly and customer focused attitude Critical thinking in assessing situations to identify themes, propose improvements/solutions to maintain optimal processes and Help Desk Services PREFERRED SKILLS AND EXPERIENCES: Bachelor’s Degree or technical trade school Certification in any of the following: Help Desk Professional, HDI Support Center Analyst, Comptia A+, additional Comptia Certifications, Computer Programming languages WHAT YOU'LL RECEIVE: Compensation & Benefits: Competitive base salary Annual performance bonus opportunity Comprehensive benefits package and total rewards program Culture & Environment: Flexible hybrid work environment Collaborative and supportive team culture Recognition of individual contributions and shared successes Opportunities for professional growth and development Boca Raton Headquarters Perks: On-site café and coffee shop Fitness center Game room Employee events and activities Company sports leagues