Colorado Farm Bureau Insurance ยท 3 months ago
Help Desk Analyst Lead
Centennial, CO
Full-time
Onsite
Mid, Senior Level
$80K/yr - $80K/yr
5+ years expColorado Farm Bureau Insurance is seeking a Help Desk Analyst Lead to provide advanced technical support for software, hardware, and peripheral issues. The role involves coordinating the IT Help Desk staffing, managing user requests, and ensuring user satisfaction through effective communication and problem resolution.
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Responsibilities
Coordinates the staffing of the IT Help Desk. Analyzes call volume, productivity and patterns to optimize staffing levels to ensure user satisfaction. Delegates tasks as necessary to personnel
Provide coverage for all calls and emails from end users to the Information Technology Help Desk during designated hours. Manages the processing of incoming requests. Designs and enforces request handling and escalation policies, and procedures governing the handling of user requests
Provides quality control function by screening calls, determining service levels and identifying problem areas
Troubleshoot advanced level computer software, hardware and peripheral issues
Log, document, resolve or refer technical questions and problems
Coordinate with other IT personnel to resolve problems requiring escalation to next level of support. Update end users on status of problem resolution
Maintain an advanced knowledge of computer software, hardware and peripherals in order to support end users
Assist in installation and setup of software and hardware for end users
Work with vendors to resolve computer software or hardware issues
Mentors and train Help Desk Analysts when and where required
Tracks and analyzes trends in Help Desk requests and generates statistical reports for management
Maintain end user accounts including creating, changing and deleting Windows accounts, Email accounts and end user folders and virtual drives
Assist in maintaining an accurate inventory of serial numbers and asset tags of all computer hardware
Night call and overtime work may be required
May travel to county or claims offices for hardware/software support
Must possess and maintain a valid Driver's License and acceptable driving record
Other duties and responsibilities as assigned
Regular and predictable attendance is required
May maintain all company mobile devices. Orders upgrades and replaces broken equipment. May be responsible for reporting and inventory management for mobile devices
May be responsible training end users on usage of IT systems, including video training
May inventory new equipment using the asset management system
May assist with installation of peripheral equipment when directed
Qualification
Required
Under general supervision, provide advanced technical software, hardware and peripheral problem resolution to all computer end users by performing question/problem diagnosis and guiding user through step-by-step solutions
Effectively communicate technical solutions in a user-friendly, professional manner
Coordinates the staffing of the IT Help Desk
Analyzes call volume, productivity and patterns to optimize staffing levels to ensure user satisfaction
Delegates tasks as necessary to personnel
Provide coverage for all calls and emails from end users to the Information Technology Help Desk during designated hours
Manages the processing of incoming requests
Designs and enforces request handling and escalation policies, and procedures governing the handling of user requests
Provides quality control function by screening calls, determining service levels and identifying problem areas
Troubleshoot advanced level computer software, hardware and peripheral issues
Log, document, resolve or refer technical questions and problems
Coordinate with other IT personnel to resolve problems requiring escalation to next level of support
Update end users on status of problem resolution
Maintain an advanced knowledge of computer software, hardware and peripherals in order to support end users
Assist in installation and setup of software and hardware for end users
Work with vendors to resolve computer software or hardware issues
Mentors and train Help Desk Analysts when and where required
Tracks and analyzes trends in Help Desk requests and generates statistical reports for management
Maintain end user accounts including creating, changing and deleting Windows accounts, Email accounts and end user folders and virtual drives
Assist in maintaining an accurate inventory of serial numbers and asset tags of all computer hardware
Night call and overtime work may be required
May travel to county or claims offices for hardware/software support
Must possess and maintain a valid Driver's License and acceptable driving record
Other duties and responsibilities as assigned
Regular and predictable attendance is required
May maintain all company mobile devices
Orders upgrades and replaces broken equipment
May be responsible for reporting and inventory management for mobile devices
May be responsible training end users on usage of IT systems, including video training
May inventory new equipment using the asset management system
May assist with installation of peripheral equipment when directed
Associate's degree majoring in Information Technology or related field required
Strong verbal communication and listening skills
Advanced customer service skills
Advanced friendly and service-oriented skills
Seek to acquire knowledge in area of specialty
Strong analytical and problem-solving skills
Possess strong technical aptitude
5 years minimum previous Help Desk Experience
Company
Colorado Farm Bureau Insurance
Colorado Farm Bureau Insurance has been providing local agents, adjusters, and support staff, great rates, and friendly service throughout Colorado for nearly 75 years, Farm Bureau Insurance has solidified itself as fiscally responsible, innovative, and competitive, all of which is confirmed through a superior rating of A+ from A.M.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Denver Business Journal
2025-02-18
Business Journals
2022-05-05
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