What are the responsibilities and job description for the Help Desk Analyst II position at Indiana Farm Bureau Insurance?
Position Summary:
- Provides level one and some level two hardware, software, and user account support to all company locations and personnel.
- Answers phone calls, enters requests and problem details into help desk problem management software, follows through and provides resolution information.
- Ensures timely resolution of problems and requests in effort to minimize service interruptions.
- Performs some hardware and software installations for mainframe/PC/LAN/LAPTOP equipment.
- Participates in team projects that enhance the quality of service provided by the Technology Help Desk.
Knowledge and Job Requirements:
- Requires an Associate degree or equivalent work experience.
- Requires 3-5 years’ experience with Help Desk Support.
- Ability to maintain an average share of call volume and ticket resolution.
- Education/training in computer troubleshooting preferred. Previous customer service experience and insurance knowledge preferred.
- Submit, update, and track all problems via Help Desk management software. Assigns them to responsible department if further resolution is required.
- Able to assist in the installation, move and setup of PC and mainframe equipment. Performs fundamental LAN administration.
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