Help Desk Analyst I

Mutual of Enumclaw was founded in 1898 by local farmers who wanted to look out for each other. That spirit continues to define our company culture. We are committed to cultivating and preserving a culture of inclusion and connectedness. Our employees are proud of our thoughtful approach to insurance, and it shows. In January 2025, we were recognized as Washington's Best Company to Work For (our thirteenth year in a row as one of the top 100) by Seattle Business magazine, based on a survey of our employees.

Mutual of Enumclaw works exclusively with local independent agents to offer insurance products for individuals, families, farms, and businesses. We currently operate in Washington, Oregon, Idaho, Utah, Arizona, Montana and Wyoming.

The Help Desk Analyst I reports to the Technology Services Manager and works under general supervision regarding routine matters and close supervision regarding non-routine matters.  This position will provide technical support to business unit systems users and respond to incoming calls and emails requesting support. In addition, the role will provide troubleshooting and diagnostic services to end users and stakeholders.  Expectations also exist to cross-train for broader capabilities in the assigned IT specialty area.

Location:

The successful candidate will work in a hybrid capacity between our Home Office in Enumclaw, WA and remotely. Candidate must live within driving distance of our Home Office and have high speed internet (internet speed test required).

Hiring Range: $26.39 - $29.40*

Salary Range: $26.39 - $33.63

*The hiring range represents Mutual of Enumclaw’s current hiring pay scale for this role. Mutual of Enumclaw reserves the right to modify or update this range any time. Exact compensation may vary based on skills and experience. Compensation is only one part of our entire total rewards package. To see some of the benefits and perks we offer, please click here.

• Track customer issues and requests via the ticketing system.
• Accurately and concisely documents progress toward resolution.
• Perform all support over the phone and occasional physical troubleshooting of hardware.
• Initiate timely updates to customers on ticket status to keep the customer informed of developments revealed during research and/or progress toward resolution as well as follow-up after resolution for customer satisfaction.
• Research and comprehend all pertinent customer information and use known error information that is contained in online documentation to resolve customer issues and requests.
• Maintain and update records for the asset management system.
• Create companywide communications during technical outages and other major incidents.
• Utilize project management skills to ensure all tickets are responded to within the appropriate period, and proactively escalate internally as necessary.
• Ensure that all equipment is provided to employees, including estimated shipping times.
• Provide support for VOIP telephone systems, including handsets and conference room phones.
• Use Active Directory to grant permissions and other general access management duties.
• Provide support for PC users, including office and remote employees.
• Install and configure workstations, telephony, video, and mobile hardware/software as required.
• Provide preliminary troubleshooting for network issues, telephony issues, application support, and access issues.
• Determine whether satisfactory and timely progress is being made by the responsible workgroup and escalates to the management team as needed.
• Collaborate with members of the IT team, assist with various departmental projects, provide on-call and rotational assignment support, and perform operational tasks as assigned.
• Develop and apply technical skills to provide front-line support for PC hardware, software, peripheral devices, and network connectivity support for users. Respond to, diagnose, and track/document problems with users. Perform problem recognition, research, and resolution steps.
• Write clear, precise, and thorough documentation. 
• Keep documentation updated in the knowledge management area of SharePoint for users and technicians.
• Identify, innovate, and suggest new procedures, and/or opportunities to streamline IT Department processing and record-keeping systems and practices. Make recommendations, and implement procedural changes as directed.

Required Skills and Abilities:

• Excellent, written and verbal communication skills, with proven ability to interface effectively with customers and work associates.
• Demonstrated organization and analytical skills with the ability to prioritize and manage multiple projects.
• Help Desk, Customer Service, and technical services or computer support experience required.
• Troubleshooting support knowledge/experience with Windows 10 and higher.
• Knowledge/skills of MS Office, ticket entry, and Web navigation.
• Basic Knowledge of Active Directory.
• Commitment to remaining technologically current.
• Proven ability to work effectively in a fast-paced environment, while maintaining accuracy and attention to detail.
• Ability to meet requirements for after-hour, on-call, and weekend work as necessary.
• Demonstrated ability to adhere to schedule and attendance requirements.

Education and Experience:

• Associate’s degree in a related field, or equivalent experience.
• 1+ years of college in computer science, related field, or equivalent experience.
• 1-2 years of experience working on Windows client devices.
• Microsoft Office suite of application experience desired.
• A+ Certification desired.
• Microsoft 365 certification or ability to obtain within 90 days of hire.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer, including video conferencing.
• Lifting of 15 pounds.