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IT Service Desk Analyst L1

IT Service Desk Analyst L1

Location 
US-SC-Greenville
Job ID 
33922

More information about this job

Summary

Esurance Network Operations team is seeking an IT Service Desk Analyst L1 to provide support for Esurance associates. This individual will be responsible for resolution of IT Support tickets; and identifying, escalating and helping determine ways to address hardware or software issues. The IT Service Desk Analyst L1 will function as a single point of contact for Associates and will work with other IT Operations teams to address issues/requests. Shift work is required; and after-hours work may be necessary.

Responsibilities

  • Expert in providing IT Support (for requests and issues) over the phone
  • Serves as an escalation point for IT Service Desk Technicians 1 & 2
  • Assist in coverage of the IT Service Desk Cisco phone queue when necessary
  • Expert in troubleshooting and resolving more complex IT Support tickets; ability to drill-down to find the root cause on simple items
  • Expert in delivering service and support for hardware devices and software applications
  • Coaches Technician 1 & 2 in the proper prioritization/categorization of tickets and queue management
  • Recognize challenges/bottlenecks in processes and procedures; and drives improvement
  • Ensure OLAs, SLAs and KPIs are met and/or exceeded; drives other team members to achieve OLAs, SLAs and KPIs
  • High-quality (1st touch) resolution of IT Service Desk tickets; for issues that require escalation, ticket must contain all relevant information (i.e., contact info, clear description of the issue/request, troubleshooting steps taken, etc.) and even recommended course of action (if known)
  • Assist with other IT Support duties as needed
  • Single point of contact for IT-related end-user issues/requests

Qualifications

  • Exceptional Customer Service orientation and does things right the first time
  • Advanced understanding of IT technology and concepts; TCP/IP networking for LAN and WAN; Active Directory; GPO?s; Citrix environment; and virtualization
  • Expert in Active Directory, Windows OS, MS Office Suite and Mac OS
  • Advanced troubleshooting techniques; and ability to train others on issues related to the Windows OS, MS Office Suite and Mac OS; with advanced/specialized knowledge in at least one
  • Assists in leading changes in technology; mentor other team members through change
  • Team-oriented, organized, and detail-oriented; creates effective training documents and is able to coach/mentor others
  • Excellent written and oral communication skills; succinct and organized structure in communication; able to recognize most effective form of communication required (i.e., in-person, email, phone, etc.)

Experience / Education

  • Bachelor's Degree or relevant work experience; strength in math/sciences; critical thinking
  • Recommend at least one Certificate: Microsoft Certified Desktop Support Technician (MCDST), A+ Certification, CCT, CCENT, CCNA, MCSE and/or Powershell Programming
  • Minimum of 3 years experience working in a phone/remote or call center type environment
  • Minimum of 3 years experience working in a network/enterprise environment
  • Minimum of 3 years experience working with Microsoft Office and Windows operating system

    Physical Demands and Work Environment Representative of those that must be met by an employee to successfully perform the essential functions of this job. Must be able to operate a PC and sit for extended periods of time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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