Help Desk Analyst

Job Summary

The Help Desk Analyst role is responsible for providing timely and effective resolution of hardware, software, network, and application issues to ensure minimal disruption to business operations. The analyst supports core insurance systems, including policy administration, claims management, underwriting, and billing platforms—while delivering high-quality customer service to internal employees, agents, and business partners.

Reports To: Director of Information Technology

Duties/Responsibilities

• Provide first level technical support to end users for PC/Server hardware, desktop/workstation software upgrades, desktop problem resolution and systems support. MS Windows 11 desktop environment, MS Office 365 environment.
• Provide Helpdesk support to external users (Utica First agents and business partners) for implementation setup, problem resolution, usage of our website and externally available information systems.
• Administer Helpdesk customer support systems software for call in and internal support requests.
• Maintain PC hardware and software for the IT Department.
• Knowledge of Anti-Virus applications
• Provide assistance with system upgrades and maintenance of local area network.
• Perform network operations and limited network administrational and monitoring duties with data entry functions to update files and maintain systems. Requires basic knowledge of MS Windows Server systems.
• Cross train and be able to perform tasks to verify completion of system backups and computer operations as described in operation manual as needed.
• Requires strong customer service skills and positive attitude.
• Ability to work in a team environment with minimal direction.
• One or more years’ experience in technical support in a similar environment.
• Must be disciplined, highly detailed oriented and reliable with good organizational and problem-solving skills.