TEAM: INFORMATION TECHNOLOGYPAY TYPE: HOURLYJOB OVERVIEW:At NCCI, we’re looking for a Help Desk Analyst to provide first-level technical support to internal users for NCCI computer systems and related equipment/services. You’ll respond to incidents/requests reported via phone calls, emails, and dashboards, diagnose the incidents/requests, provide immediate solutions, and, if necessary, escalate to the appropriate staff.Additionally, you’ll support system availability by documenting issues, communicating to impacted users, escalating to support teams, coordinating troubleshooting, and pursuing root cause analysis. Our Help Desk Analysts are the NCCI users’ advocates and are an integral part of ensuring customer satisfaction.This position will work in a flexible-hybrid environment. The selected candidate must be local within a commutable distance to our Boca Raton, FL headquarters.NOTE: NCCI will not sponsor applicants for work visas. WHAT YOU'LL DO: Respond to end-user requests by logging, diagnosing, and resolving/escalating incidents in the ticketing systemKeep current with software/hardware deployments and configurations, infrastructure, and application development activities to provide effective support and timely correlation of incidentsMonitor open call tickets to ensure appropriate closure of incident, problem, or service-related calls within Service Level Agreements (SLAs) WHAT IT TAKES: High School Diploma/GED2+ years related experience in technical support work in a call center environment related to the diagnosis and problem resolution of computer hardware and softwareWorking knowledge in technical areas such as: computer hardware, operating systems, unified communications, Microsoft 365, common desktop software tools (remote assistance, etc.), mobile devices, call center and incident management systemsProfessional verbal and written communication skills to convey information clearly and conciselyAbility to communicate technical concepts in a non-technical manner while maintaining a friendly and customer focused attitudeCritical thinking in assessing situations to identify themes, propose improvements/solutions to maintain optimal processes and Help Desk Services PREFERRED SKILLS AND EXPERIENCES: Bachelor’s Degree or technical trade schoolCertification in any of the following: Help Desk Professional, HDI Support Center Analyst, Comptia A+, additional Comptia Certifications, Computer Programming languages WHAT YOU'LL RECEIVE: Compensation & Benefits: Competitive base salaryAnnual performance bonus opportunityComprehensive benefits package and total rewards program Culture & Environment: Flexible hybrid work environmentCollaborative and supportive team cultureRecognition of individual contributions and shared successesOpportunities for professional growth and development Boca Raton Headquarters Perks: On-site café and coffee shopFitness centerGame roomEmployee events and activitiesCompany sports leagues