IT Help Desk Support Analyst I

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

The IT Help Desk Support Analyst I provides front-line technical support to staff on all company-supported applications and systems. This role troubleshoots hardware, software, and user access issues, determines the root cause, and recommends appropriate resolutions. The Analyst also contributes to application project work and to the ongoing improvement of IT services and processes.

General Responsibilities:

Support and Troubleshooting

• Respond to staff questions and requests for assistance on all company-supported applications.
• Troubleshoot computer issues and determine the source of the problem (hardware, software, user access, etc.).
• Serve as a liaison between staff and the technology department to ensure timely issue resolution.
• Document resolutions for future reference.
• Participate in an on-call rotation to provide after-hours support.

Systems and Account Administration

• Create and maintain user accounts in software tools, databases, and Active Directory.
• Perform hardware and software installations.
• Design and maintain the company computer imaging solution.
• Research, test, and implement new software updates.

Projects and Process Improvement

• Work one-on-one with staff on application projects.
• Research, test, and present new and improved services and processes.
• Provide recommendations on company application purchases.
• Work independently on projects and daily tasks, routinely making sound decisions on solutions.
• Adjust priorities based on company needs and current tasks.

Training and Collaboration

• Provide on-the-job training to new department staff members.
• Provide computer orientation to new company staff.
• Cross-train with the telecom, networking, and systems teams.
• Perform other duties as assigned.

Education and Experience

• Associate degree in computer science or a related field, and/or an equivalent combination of education and experience.
• Experience in a help desk, technical support, or similar IT environment preferred.
• Ability to learn and support new applications. 

Technical Skills

• Proficiency with Microsoft operating systems (Windows 10, and 11).
• Experience with Microsoft Office Suite, Microsoft Exchange, Outlook, Microsoft administration, and Microsoft Back Office.
• Active Directory, Group Policy configuration, and basic domain administration (user maintenance).
• Configuration and setup of PCs, laptops, and tablets for domains.
• Support of printers, scanners, and all-in-one devices.
• Support of mobile devices such as iPhones, Android phones, iPads, and tablets.
• VPN, remote access, and terminal server configuration and support.
• LAN knowledge.
• Change management skills.
• Ability to use technology devices, software, and applications; basic computer skills required.

Core Competencies

• Advanced problem-solving and root cause analysis skills.
• Excellent verbal, written, and electronic communication and customer service skills.
• Strong interpersonal skills, with the ability to handle conflict in a professional and courteous manner.
• Ability to multitask, coordinate work, and manage competing priorities with a focus on quality.
• Strategic planning skills and sound technical understanding.
• Collaborative approach, working with peers and all departments toward the common goals of the organization.
• Reliable in meeting work commitments.
• Flexible and adaptable to changing situations; quick learner with a strong enthusiasm for technology.

Work Requirements

• Availability to participate in an on-call rotation for after-hours support.
• If working remotely, a reliable high-speed home broadband internet connection (minimum 25 Mbps download and 10 Mbps upload) with the ability to connect via ethernet cable.

Accuserve’s Human Centric Value Proposition:

Accuserve is built on a foundation of community, fostering valuable connections, and creating an innovative approach to help you navigate the insurance landscape. Built on culture, grounded in compassion.

Accuserve Values:

Communicating and Connecting, Doing the Right Thing, Compassionately Serve, courageously making an Impact and Staying Curious.