Help Desk Support/Technical Support - Remote

Since 1923, NCCI has been committed to fostering a healthy workers compensation system. Our employees care about each other, and the communities in which they live and work. Our values of integrity, respect, quality and excellence, responsibility, and commitment guide our success.
We come from diverse backgrounds, so our commitment to inclusion is what brings us together to work as one.

We promote equity in our organization and our community

TEAM: INFORMATION TECHNOLOGY

PAY TYPE: HOURLY

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.
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)
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
• 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

Bachelor's Degree or technical trade school
Help Desk Professional, HDI Support Center Analyst, Comptia A+, additional Comptia Certifications, Computer Programming languages
Annual performance bonus opportunity
Flexible hybrid work environment
On-site café and coffee shop
Game room
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.