What are the responsibilities and job description for the Help Desk Analyst position at Donegal Insurance Group?
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
To apply, please submit your resume and online application
Competitive Benefits Package
Donegal Insurance Group offers a comprehensive benefits package for all full-time, permanent positions including:
- Medical, Dental, and Vision Coverage: Available to you and your dependents. Coverage begins the first of the month after start date.
- 401(k) with the first 3% matched at 100%: the next 6% is matched at 50%
- Paid Time Off: Paid vacation, sick days, paid holidays, & bereavement days
- Career Development: Including college partnership discounts and industry designation(s) reimbursements
Additional benefits include company-paid basic life insurance; short & long-term disability insurance; employee stock purchase plan; and employee assistance program (EAP). Learn more about our full benefit offerings by visiting our Benefits page.
Who We Are
Donegal Insurance Group provides commercial and personal insurance products through a network of independent agents in 23 states and across several regions of the U.S. In Texas, Colorado, Utah, New Mexico and Arizona, business is conducted under the Mountain States Insurance Group name; and in Michigan, business is conducted under the Michigan Insurance name.
Headquartered in Lancaster County, Pennsylvania, along with four (4) regional offices located in: Athens, GA, Grand Rapids, MI, Albuquerque, NM, and Glen Allen, VA, our steady growth and successes have allowed us to establish a culture of which we're proud. Check out our Glassdoor profile where our rating speaks for itself:
By joining the Donegal family, you would be joining a team of dedicated, hard-working employees, all with a common goal of providing peace of mind to our policyholders and being There when it matters most.™.
Work Arrangement
Donegal Insurance Group has a variety of positions that are either onsite, hybrid, or remote. With each department and position being different, the work arrangement for a specific position will be reviewed with candidates during a initial phone screening. For a fully remote position, the ideal candidate must live within our Donegal footprint (Current approved states for remote work are: AL, AZ, CT, DE, FL, GA, IA, IL, IN, MD, MI, MN, MO, NC, ND, NE, NH, NJ, NM, NY, OH, PA, SC, SD, TN, TX, UT, VA, WI, and, WV. Please note, this list is subject to change without notice.)
E-Verify
Donegal Insurance Group participates in E-Verify in the following states: Alabama, Arizona, Florida, Georgia, Louisiana, Mississippi, Nebraska, North Carolina, South Carolina, Tennessee, and Utah. If you reside in one of the listed states, please review the "Notice of E-Verify Participation" and the "Right to Work Poster" on the links below:
- Notice of E-Verify Participation Poster (English and Spanish)
- Right to Work Poster (English and Spanish)
