SUMMARY

The Help Desk Analyst provides first level customer service support and resolution on the telephone and through the ticket tracking application to end user community, agents and internal employees on business application errors/failures, software and network related incidents, requests, questions and use. Engages in incident resolution through communication with users, critical thinking and analysis, step by step walk throughs to determine problems, evaluating incident or problem priority to propose possible cause of problem, escalating incidents to next tier and tracks and closes request with detailed supporting documentation.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Create a positive customer support experience and build strong relationships through providing day to day support to end user community by understanding and troubleshooting problems, ensuring timely resolution or escalation and communicating promptly on progress
• Monitor and tracks existing incidents and requests through closure
• Troubleshoot, correct and/or escalate technical and non-technical issues to Supervisor/Manager in a timely manner.
• Independently addresses and resolves mid to high level incidents and requests; engages other resources to resolve incidents that are beyond the scope of their ability or responsibility
• Analyzes data or Information to identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts
• Document reported issues/enhancements and report to IT management for analysis.
• Establishes and maintains interpersonal relationships by developing constructive and cooperative working relationships with others, and maintaining them over time
• Organizes, plans, and prioritizes work tasks and projects by developing specific goals and plans to prioritize, organize, and accomplish all work tasks and projects
• Help train new members of the Help Desk team in understanding internal systems, vendor systems, policy processes and how to resolve issues that are reported for each.
• Support IT Ops, Desktop Services and Production Support to resolve open incidents or requests, assist with data recoveries as needed.
• Run reports for various business needs as requested
• Various other duties as assigned

EDUCATION and/or EXPERIENCE

Associate's degree (A. A.) or equivalent from two-year college or technical school; or two year to five years related experience and/or training; or equivalent combination of education and experience.

SUCCESSFUL CANDIDATES ARE EXPECTED TO:

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Basic to Intermediate working knowledge of web applications, network structure and PC applications
  • Basic to Intermediate working knowledge of relevant software, processes, hardware and applications for Tower Hill.
  • Strong customer service background with attention to detail, organizational, multi-tasking and follow-up skills
  • Strong analytical skills and technical aptitude
  • A methodical approach to problem solving skills.
  • Excellent interpersonal and teamwork skills with positive outlook Good decision-making skills.
  • Good decision-making skills.
  • Good time management skills to help effectively manage priorities
  • Ability to work well under pressure
  • Very strong communication skills (verbal and written) focusing on evaluation, documenting and relaying detailed information regarding reported incidents, problems and requests

 TOWER HILL’S TOTAL COMPENSATION PACKAGE INCLUDES:

• Competitive starting salary
• Annual merit reviews and bonus potential
• Medical, Dental, Life and Disability Insurance, and Health Savings Accounts
• Matching 401(k) Plan
• Paid PTO and holidays
• Learning & Development Opportunities
• Tuition Reimbursement
• State of the Art work out facility (Corporate office)
• Business casual dress, and more 

 

OUR COMPANY

No matter the square footage, your home is your castle. At Tower Hill we’re in the business of protecting castles. We provide the insurance protection you need and the peace of mind you want.

Founded more than 40 years ago, today Tower Hill is Florida’s largest homeowners insurer. Our company is financially strong and solid. We’ve weathered every storm and natural disaster in the state since 1972, and helped our customers rebuild after each one.

Like you, we love Florida. We enjoy the sun when it’s shining, appreciate mild winters, watch out for lightning, and build hurricane kits every summer. And like you, our homes are our castles. Sometimes the unexpected happens — or even the unthinkable — and we understand what that feels like, too. That’s why our 400 employees are committed to being there when you need us all year long, not just during storm season.

Your home is where you and your family should feel safe and protected. You can be confident that if the unthinkable happens, Tower Hill will be there to help you rebuild. When your home truly feels like your castle again to you, we know we’ve succeeded as your insurance company. Although we have grown in size over the last four decades, we remain committed to the promises we made when our company was founded.