Information Technology Help Desk Analyst

Duration: 12 Months with potential extension up to 24 months Remote/Hybrid: Certain off-hours shifts are 100% remote; select shifts require 2 days onsite / 3 days remote Strong Internet Required: Ethernet connection required; wireless connection is not permitted Candidates must list their TOP 2 preferred shifts at the very top of their resume. Resumes without shift preferences may not be considered. Position Overview Our insurance client is seeking Customer Service Representatives to join their team on a 12-month contract with potential extension up to 24 months. This position will support customers and internal partners while delivering professional, accurate, and timely service. The ideal candidate will have strong communication skills, reliability, attention to detail, and the ability to work independently in a structured environment. Candidates should indicate their Top 2 shift preferences on their resume: 12:00 AM – 8:30 AM | Sunday–Thursday | Off: Friday/Saturday 4:00 PM – 12:30 AM | Sunday–Thursday | Off: Friday/Saturday 4:00 PM – 12:30 AM | Tuesday–Saturday | Off: Sunday/Monday 12:00 AM – 8:30 AM | Monday–Friday | Off: Saturday/Sunday 10:00 AM – 6:00 PM | Monday–Friday | Off: Saturday/Sunday All shifts include: 15-minute paid breaks and one unpaid 30-minute lunch. For applicable hybrid shifts, candidates must live within 50 miles of one of the following offices and be willing to commute 2 days per week: Portsmouth, NH 225 Borthwick Ave, Portsmouth, NH 03801 Certain off-hours shifts are 100% remote. Mandatory 3-week instructor-led training Training is approximately 35 hours per week After successful completion of training and demonstrated proficiency, the assigned shift may change based on business needs. Reliable high-speed internet is required. Candidates must connect via Ethernet cable; wireless/Wi-Fi connection is not permitted. Provide professional and timely customer service through designated channels. Research customer inquiries and provide accurate information and resolutions. Follow established insurance processes, procedures, and quality standards. Document customer interactions and maintain accurate records. Escalate complex issues when appropriate. Work effectively in a fast-paced, structured environment. Meet productivity, quality, attendance, and performance expectations. Collaborate with team members and internal business partners. Maintain confidentiality and handle customer information appropriately. Qualifications Customer service or call center experience preferred. Insurance, financial services, or related industry experience is a plus. Strong verbal and written communication skills. Strong attention to detail and problem-solving abilities. Ability to work assigned shifts, including overnight/evening/weekend schedules. Reliable attendance and ability to complete mandatory training. Comfortable working in a remote/hybrid environment. Must have a stable internet connection and Ethernet capability. Customer Service Strong Communication Skills Attention to Detail Reliability & Schedule Flexibility Insurance / Financial Services Experience #J-18808-Ljbffr