Help Desk Analyst

About the Role

Donegal Insurance Group has an opening for a Help Desk Analyst at our corporate office located in Marietta, PA (Lancaster County). Preferred candidates will reside in areas surrounding the Marietta, PA office as this position will be hybrid, 4 days onsite per week, at our home office location.
As a member of our Information Services team, this position will be responsible for providing timely, courteous, and efficient administrative and technical support to customers who utilize various PC/Workstation and software resources and to accurately diagnose the severity of end user problems and take appropriate steps to correct the problem.

Responsibilities and Duties

• Provide first-level contact and problem resolution for all users with hardware, software and application problems.
• Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem information for escalation as needed and maintain communication with customer during the resolution process.
• Accurately log all issues in the problem management database in a complete and timely manner.
• Develop troubleshooting skills by using effective investigative methods and tools. Work with senior staff to solve advanced issues and gain knowledge through that process.
• Efficiently organize, prioritize, and carry out multiple tasks simultaneously.

Qualifications and Skills

• 3 to 5 years of experience working in a professional office environment providing technical customer service
• Associate Degree in Computer Science or related field
• Windows and/or Microsoft Formal Training or equivalent experience