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Help Desk Technician in Lehi, UT at Verisk Analytics

Date Posted: 9/3/2018

Job Snapshot

Job Description


Position Summary

The main responsibility for this position is to receive user inquiries, requests, and trouble reports and accurately resolve or properly escalate as appropriate, in an effort to resolve a failed IT service as quickly as possible. User requests are typically delivered via a Call Center/Help Desk environment. It is important that the candidate be capable of maintaining knowledge in a broad, constantly evolving assortment of IT technologies, policies, and procedures, and must possess the maturity and reliability to provide user support accurately and consistently and keeping end users informed about the status of incidents and requests.


Job Qualifications/Responsibilities:
  • Provide accurate, timely and high-quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to Verisk’s internal employees. 
  • Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements.
  • Friendly presence and helpful attitude.
  • Demonstrate the willingness and ability to generate thoughtful, creative approaches to work.
  • Excellent interpersonal skills and ability to work well with others.
  • Excellent problem-solving skills.
  • Ability to work responsibly with or without direct supervision.
  • Ability to handle high stress / demanding situations and multi task effectively while exercising patience and professionalism.
  • Computer literate with experience in most Microsoft products, Windows and Mac OS. Active Directory, ISIM and Service Now.
  • Good understanding of computer hardware, peripherals, and servers/network devices.
  • Basic understanding of power concepts and low voltage cabling.
  • Experience in Remote connectivity via VPN and VDI. 
  • Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. Microsoft Windows Server technology
  • Experience in Remote assistance tools such as Skype, Webex, PC Assist or similar tool which is used in most Help Desks to take control of customers PC’s.
  • Experience in basic networks and Wi-Fi in an effort to troubleshoot issues.

Working Conditions:
  • Must be able to perform duties with or without reasonable accommodation.
  • General office working conditions and environment.
  • Occasional exceptional hours as needed to meet deadlines.

Moderate lifting required.