IT Helpdesk Analyst

As an Associate Engineer - Workforce Support L1, you will provide first-level technical support to Verisk employees for technology-related incidents and service requests.

You will troubleshoot common IT issues, document resolutions, ensure requests are handled within SLA timelines, and escalate complex issues to higher-level support teams when required. This is an entry-level role suitable for candidates looking to build a career in IT support and infrastructure.

• Associates or Bachelors degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent experience.
• No previous professional experience required; fresh graduates are welcome to apply.
• Basic understanding of networking concepts such as TCP/IP and OSI network layers.
• Familiarity with Microsoft Windows and Linux operating systems.
• Good written and verbal communication skills.
• Strong problem-solving, troubleshooting, and customer-service skills.
• Ability to work collaboratively in a team-oriented and fast-paced environment.
• Basic knowledge of Microsoft Office applications including Word, Excel, Outlook, and PowerPoint.
• Willingness to learn new technologies and continuously develop technical skills.

• Provide Level 1 technical support for employee-reported IT incidents and service requests.
• Troubleshoot basic hardware, software, operating system, network, and connectivity issues.
• Log, track, prioritize, and resolve support requests within established SLA guidelines.
• Document troubleshooting steps, resolutions, and relevant technical information accurately.
• Escalate complex or unresolved issues to the appropriate technical support teams.
• Provide professional and timely support to employees and internal stakeholders.
• Collaborate with infrastructure, engineering, operations, and other technology teams when required.
• Maintain technical documentation, knowledge articles, and troubleshooting guides.
• Support continuous improvement initiatives to improve service quality and operational efficiency.