IT Help Desk Support Analyst I

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

The IT Help Desk Support Analyst I provides front-line technical support to staff on all company-supported applications and systems. This role troubleshoots hardware, software, and user access issues, determines the root cause, and recommends appropriate resolutions. The Analyst also contributes to application project work and to the ongoing improvement of IT services and processes.

General Responsibilities:

Support and Troubleshooting

• Respond to staff questions and requests for assistance on all company-supported applications.
• Troubleshoot computer issues and determine the source of the problem (hardware, software, user access, etc.).
• Serve as a liaison between staff and the technology department to ensure timely issue resolution.
• Document resolutions for future reference.
• Participate in an on-call rotation to provide after-hours support.

Systems and Account Administration

• Create and maintain user accounts in software tools, databases, and Active Directory.
• Perform hardware and software installations.
• Design and maintain the company computer imaging solution.
• Research, test, and implement new software updates.

Projects and Process Improvement

• Work one-on-one with staff on application projects.
• Research, test, and present new and improved services and processes.
• Provide recommendations on company application purchases.
• Work independently on projects and daily tasks, routinely making sound decisions on solutions.
• Adjust priorities based on company needs and current tasks.

Training and Collaboration

• Provide on-the-job training to new department staff members.
• Provide computer orientation to new company staff.
• Cross-train with the telecom, networking, and systems teams.
• Perform other duties as assigned.