IT Support Analyst Level I

Job Title : IT Support Analyst Level I

Location : 100% REMOTE

Duration : 6month contract

Overview :

Our client a national insurance company is seeking an experienced IT Support Analyst Level I to temporarily join their team with the potential to transition into a fulltime role. The organization is looking for highly motivated professionals who bring both experience and enthusiasm making this an excellent opportunity for the right candidate to become part of the team.

Job Summary :

The IT Support Analyst Level I provides firstlevel technical support for PCs software networks and peripherals ensuring timely issue resolution and excellent customer service. Responsibilities include managing tickets troubleshooting remotely or onsite sharing knowledge and meeting service level expectations. Flexibility for travel and oncall support is required.

Responsibilities :

• Provide firstlevel support for PCs standard software / applications various insurance management systems network connectivity and peripherals such as printers achieving and maintaining a high level of customer service and firstcall resolution.
• Utilize the companys ticket tracking system to document customer contacts issues and requests. Ensure proper documentation timely followup appropriate escalation and resolution of reported issues.
• Perform support and maintenance onsite or remotely using basic troubleshooting technical skills and IT knowledgebase.
• Share knowledge with customers and colleagues by submitting knowledge articles for publication.
• Adhere to workflow and service level expectations between teams to resolve issues promptly. Understand the critical nature of the business and make every reasonable effort to achieve defined service level agreement expectations and / or provide acceptable workarounds.
• Travel to multiple offices in the local area and to regional office during implementation or as needed.
• Work a flexible schedule including oncall support.

Required Skills and Experience :