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Nodak Insurance Company · 1 day ago

IT Support Analyst

Fargo, ND

Full-time

Onsite

Entry Level

2+ years exp

Nodak Insurance Company is seeking a motivated IT Support Analyst with excellent customer service skills to ensure proper computer operation for end users. The role involves resolving help requests, prioritizing incidents, and providing hands-on support at the desktop level.

AgricultureAuto InsuranceFinancial ServicesHealth InsuranceInsuranceLife Insurance

Responsibilities

Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues

Build rapport and elicit problem details from service desk customers

Prioritize incidents and service requests according to defined processes to meet defined SLAs

Escalate incidents with accurate documentation to a suitable technician when required

Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution

Use remote tools and diagnostic utilities to aid in troubleshooting

Research solutions through internal and external knowledge bases as needed

Identify and learn the appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined

Install antivirus software and ensure virus definitions are up to date

Configure, install, and perform preventative maintenance of workstations, printers, and peripherals

Test fixes to ensure an incident has been adequately resolved

Develop help sheets and FAQ lists for end users

Contribute to the technician's knowledge base as needed

Reinforce SLAs to manage end-user expectations

Provide suggestions for continual improvement

Qualification

Customer supportWindows operating systemsMicrosoft OfficeGoogle WorkspaceDiagnostic utilitiesBasic computer hardwareITIL principlesInterpersonal communicationDocumentation skills

Required

College diploma or university degree in the field of Information Technology and/or 2 years equivalent work experience

Top-level focus on customer satisfaction, delivering exceptional customer support utilizing strong interpersonal communications, with a focus on rapport building, listening, and questioning skills

Knowledge of basic computer hardware

Experience with Windows operating systems

Extensive application support experience with Microsoft Office and Google Workspace

Working knowledge of a range of diagnostic utilities

Familiarity with the fundamental principles of ITIL

Exceptional written and oral communication skills

Strong documentation skills

Applicants must reside in Fargo/Moorhead or in proximity to be eligible for this position, as the role is based out of the home office

Able to work in a typical office setting where the employee may occasionally lift and/or move up to 10 pounds

The noise level in the work environment is usually moderate

Occasional travel required (< 10%)