Help Desk Analyst

NYCM Insurance

. Answer and log incoming telephone calls to the Help Desk .

Posted 11/12/2026full-timeEdmeston • New York • United StatesMid-LevelSenior💰 $36,844 - $55,266 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates proficiency in providing first-level support and maintaining service management systems, ensuring timely processing of customer requests and effective communication. Capable of managing software licensing and performing audits while maintaining professionalism in both independent and team settings.

Highest-signal resume keywords

First-Level SupportService Management SystemSoftware Licensing ManagementCustomer Service SkillsInterpersonal Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

End User Working KnowledgeComputer SkillsSoftware AuditsCall LoggingInventory Management

Soft Skills

Good Written SkillsGood Oral SkillsListening SkillsAbility to Follow ProceduresTeamwork

Industry Keywords

Help DeskTechnical SupportCustomer RequestsHardware/Software RequisitionsOn-Call Rotation

About the role

Key responsibilities & impact

Answer and log incoming telephone calls to the Help Desk
Provide first-level support to users
Dispatch Technical Support personnel to user calls when needed
Maintain the Service Management System, including call data and inventory changes
Maintain the software licensing database
Perform software audits when required
Maintain appropriate contracts
Maintain hardware/software requisitions for purchases
Ensure customer requests are processed in a timely manner
Work additional hours as business needs dictate
Perform other duties as assigned

Requirements

What you’ll need

High school diploma, or equivalent, with related experience demonstrating the knowledge, skills, and abilities necessary to perform the essential functions of the position
End user working knowledge
Good computer skills
Good interpersonal and customer service skills
Good written, oral, and listening skills
Ability to follow procedures in a timely manner
Ability to work professionally and effectively independently or in a team environment
Ability to work flexible hours to cover the various shifts
Ability to participate in an on-call rotation as assigned

Benefits

Comp & perks

Hybrid work arrangement: 2 days in office per week
37.5 hours per week
Non-exempt employment classification
On-call rotation as assigned
Additional hours available as business needs dictate