Help Desk Analyst I (IN OFFICE)

About Us: At Florida Peninsula Insurance, we pride ourselves on our dynamic, supportive IT environment. Our mission is to leverage technology to enhance the efficiency and security of our operations, ensuring we continue to provide exceptional service to our clients. Position Summary: We are seeking a vigilant, responsive Help Desk Analyst Level 1 to join our IT Help Desk team. The successful candidate will be the initial point of contact for IT support, addressing fundamental technical inquiries, and providing frontline solutions. Your role is crucial in maintaining our digital workspace's smooth and secure operation. Key Responsibilities: Act as the primary responder for IT-related queries via email and phone, ensuring effective communication and swift resolution of issues. Efficiently log, categorize, and prioritize incoming support tickets, using our IT service management tools to track and manage issues. Provide remote support for basic software and hardware issues, including password resets, printer troubleshooting, and basic network connectivity issues, primarily within our Windows OS and MAC OS environments. Escalate complex issues to higher-level support staff in a timely manner, ensuring a seamless handoff and continuity of service. Assist in the onboarding process for new employees by setting up necessary accounts and software, utilizing Active Directory and Office 365 ecosystems. Monitor system reports and performance metrics, including Wi-Fi endpoints and door entry systems, to identify and address potential issues proactively. Maintain and update IT inventory records, contributing to the effective management of company assets.