Service Desk Analyst I

Why Arbella?

At Arbella, we’re focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, competitive salaries and exceptional benefits packages. We invest in our employees and encourage them to grow so that we, too, can grow as a company.
Other perks include:
• On-site gym and fitness classes and one-on-one personal training
• On-site nurse, nutritional counseling, and mental health resources
• Full-service cafeterias
• Free shuttle service to Quincy Adams T Station
• Tuition assistance programs
• Opportunities to get involved: Arbella Activities Committee, Diversity and
Inclusion Council, and more
• A company committed to community: volunteer opportunities, employee-
led community efforts, and the Arbella Insurance Foundation
• Robust training, mentorship, and professional/personal development
programs
• Colleagues who genuinely care about each other

Arbella is committed to building a workplace that’s diverse, inclusive, and equitable for everyone. We’ve created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

It’s no wonder our employees have voted Arbella one of the Boston Business Journal’s “Best Places to Work” every year since 2009!

The IT Service Center (ITSC) Analyst I will provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, the ITSC Analyst I will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products and applications to determine the best way to resolve end user problems.

The ITSC Analyst I will provide corporate desktop support services including laptop imaging, printer support, user account administration and other hardware, software and telephony. This includes providing support and troubleshooting for problem remediation, installation, configuring, diagnosing, repairing, and upgrading of corporate desktop/voice hardware and software according to Arbella standards. The ITSC Analyst I will be provide day-to-day desktop and application support such as identifying, researching, and resolving technical issues. Will respond to inquiries via email, phone, chat, or ticketing systems and close tickets once issues have been resolved.

Key Responsibilities:

• Respond to requests for technical support assistance in person, via phone, chat, or through electronic submissions.

• Manage the inventory of all user hardware and hardware requests extending from laptops, desktops, company issued phones and iPads.

• Oversee and administer all necessary changes to maintain versions of software on company issued equipment.

• Assist with navigating around application menus, may be required to remote into user's computer.

• Troubleshoot network connectivity issues, working with remote employees on a corporate network.

• Develop and sustain productive customer relationships, making the customer and their needs a primary focus.

• Escalate complex problems in a timely manner to the next level of support when appropriate.

• Understand and promote  Arbella standards, guidelines, and policies for use and support of technology and IT Security standards

• Timely, efficient, and effective completion of assigned tasks with moderate supervision.

• Aggressively acquire necessary technical knowledge to effectively perform the job.

• Follow Arbella standard practices for desktop implementation, support, and maintenance.

Skills and Qualifications:

• Strong organizational skills and the ability to manage multiple competing projects with finite resources.

• Possess the ability to diagnose and remediate technical hardware and software issues.

• Ability to operate comfortably and effectively in a fast-paced, team-oriented environment, and work with minimal supervision.

• Experience serving and supporting customers who utilize a wide variety of hardware and software.

• Ability to communicate clearly and professionally, both verbally and in writing.

• Outstanding customer skills, with the ability to empathize and professionally troubleshoot and resolve customer's issues.

• Self-starter with good critical thinking, communication, problem-solving skills.

• Must be detail-oriented and have the ability to follow up and follow through

• Positive and professional demeanor

• Must have a valid driver’s license, pass the company physical exam, and be able to push 200 pounds and lift 40 pounds

Training and Education:

• Minimum of six months to two years of experience in a contact center or Help Desk environment supporting computer software, hardware, and/or other applications.

• Associate degree in a computer-related field of study or equivalent experience.

• Must possess or currently working towards CompTIA A+

• Proficient in MS Office Suite (Excel, Word, PowerPoint, and Outlook).

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