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IT Service Desk Analyst L1

IT Service Desk Analyst L1

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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.


  • Schedule: Monday-Friday, 10am to 7pm MDT
  • 95% phone support


  • 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


  • 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

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