Job Summary

The Help Desk Analyst role is responsible for providing timely and effective resolution of hardware, software, network, and application issues to ensure minimal disruption to business operations. The analyst supports core insurance systems, including policy administration, claims management, underwriting, and billing platforms—while delivering high-quality customer service to internal employees, agents, and business partners.

Reports To: Director of Information Technology

Duties/Responsibilities

• Provide first level technical support to end users for PC/Server hardware, desktop/workstation software upgrades, desktop problem resolution and systems support. MS Windows 11 desktop environment, MS Office 365 environment.
• Provide Helpdesk support to external users (Utica First agents and business partners) for implementation setup, problem resolution, usage of our website and externally available information systems.
• Administer Helpdesk customer support systems software for call in and internal support requests.
• Maintain PC hardware and software for the IT Department.
• Knowledge of Anti-Virus applications
• Provide assistance with system upgrades and maintenance of local area network.
• Perform network operations and limited network administrational and monitoring duties with data entry functions to update files and maintain systems. Requires basic knowledge of MS Windows Server systems.
• Cross train and be able to perform tasks to verify completion of system backups and computer operations as described in operation manual as needed.
• Requires strong customer service skills and positive attitude.
• Ability to work in a team environment with minimal direction.
• One or more years’ experience in technical support in a similar environment.
• Must be disciplined, highly detailed oriented and reliable with good organizational and problem-solving skills.

Required Skills/Abilities

• Microsoft certifications are a plus.
• Excellent project management, written and oral communications skills desired. The ability to work collaboratively and as part of a team is essential.
• Strong analytical and problem-solving skills.
• The ability to work remotely is possible for a candidate with the right skill set.
• Sensitivity to accuracy, timeliness, and professionalism is imperative.

Education and Experience

• Associates Degree in Computer Science or related field preferred or equivalent experience.
• Continued educational development in Insurance, Software Quality or Requirements Development a plus.

Physical Requirements

This position requires the ability to sit for extended periods while working at a computer, both in a home and office environment. The role involves frequent use of a headset, keyboard, mouse, and other standard office equipment. Occasional movement within the office may be required, such as walking to meetings or accessing shared equipment.

Utica First Offers:

• Competitive starting salary
• Medical (first of following month)
• Dental
• Vision
• Life and Disability Insurance
• Company paid LTD
• Flexible Spending Accounts
• Health Savings Accounts
• Matching 401(k) Plan
• Roth 401k Plan
• Bonus program
• Generous Vacation, Sick and Personal Leave
• Generous holidays (to include Birthday)
• Business casual environment

Pay Range:

The listed annualized base pay range is primarily based on analysis of similar positions in the external market. Actual base pay could vary and may be above or below the listed range based on factors including but not limited to performance, proficiency and demonstration of competencies required for the role. The base pay is just one component of Utica First’s total compensation package for employees.