Help Desk Analyst

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. Work Location This position will work in a flexible‑hybrid environment. The selected candidate must live locally within a commutable distance to our Boca Raton, FL headquarters. NOTE: NCCI will not sponsor applicants for work visas. Pay Type Hourly 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 & 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's In It For You Work for the leader in workers compensation information providing data, insights, and tools for almost 1,000 insurance companies with over 100 years of experience Competitive base salary plus a targeted annual performance bonus Wonderful team of dynamic people to work with who are fun, caring, and friendly Positive work environment and culture, which celebrates success and honors each other’s contributions to the team Fantastic benefits package Equal Employment Opportunity NCCI Holdings, Inc. is an Equal Opportunity Employer. It is our policy to provide equal opportunities to our employees (for example, in hiring, promotions, training) and to all job applicants, and to maintain a work environment free of discrimination on the basis of race, creed, color, national origin, marital and veteran status, gender, age, status as a qualified individual with a disability, religion, sexual orientation and gender identity or expression, genetic information, or any other basis prohibited by law. This policy applies to all employees and job applicants for employment. We require a drug screen and background check. Smoke‑free environment. #J-18808-Ljbffr NCCI Holdings, Inc.