Associate help desk analyst

The hourly rate is:

$24.88 - $29.89 per hour

This position is bonus and/or commission eligible.

CCC Intelligent Solutions Inc. (CCC) is a leading cloud platform for the multi-trillion-dollar insurance economy, creating intelligent experiences for insurers, repairers, automakers, part suppliers, and more. At CCC, we’re making life just work by empowering more than 35,000 businesses with industry-leading technology to get drivers back on the road and to health quickly and seamlessly. We’re pushing boundaries with innovative AI solutions that simplify and enhance the claims and repair journey. Through purposeful innovation and the strength of its connections, CCC technologies empower the people and industry relied upon to keep lives moving forward when it matters most. Learn more about CCC at www.cccis.com.

The Role

The CCC IT Help Desk Technician provides local and remote technical support for employees and contractors. Candidates should combine strong technical and customer service skills with a passion for technology and helping people. As a front-line representative of IT, the technician resolves common technical issues and supports assigned services while maintaining CCC’s standards for customer value. The CCC IT Help Desk supports Windows PCs, Macs, iPads and other mobile devices, Microsoft 365, Microsoft Entra ID access and authentication, video conferencing, printers, and other common workplace technology.

Key Responsibilities:

• Handle Tier 1+ help desk escalations through tickets, email, (phone- required).
• Tracking, routing and redirecting issues to correct resources.
• Follow up on outstanding requests and ensure timely resolution.
• Walk customers through problem solving process.
• Ensure proper recording, documentation, and closure utilizing Total Call Ownership.
• Recommended procedure modifications or improvements.
• Maintain and update existing Microsoft Entra ID user accounts, group memberships, and assigned access, and configure hardware as part of new-hire onboarding and ongoing support processes.
• Provision, configure, troubleshoot, and support end-user hardware, including Windows PCs, Macs, iPads, and related peripherals.
• Support iPad enrollment, application access, connectivity, updates, and common mobile-device issues using approved device-management tools and processes.
• Troubleshoot Microsoft Entra ID sign-in, multifactor authentication, password, group membership, and access issues; escalate identity and security concerns according to established procedures.
• Setup and support of desktop applications.
• Provision and support of end user VOIP telephony equipment.
• Support wired and wireless networks.
• Documenting and expanding the ticketing and internal knowledge base.
• Support audio, video, and telepresence equipment in conference rooms.
• Other duties may be added and/or assigned as needed.

Requirements:

• Proven working experience in providing help desk support, Live phone troubleshooting required.
• Ability to learn and pick up concepts quickly.
• Working knowledge of Windows 11, macOS, iPadOS, and Microsoft 365.
• Experience maintaining and updating existing Microsoft Entra ID and Active Directory user accounts, group memberships, authentication settings, and access preferred.
• Experience supporting Mac and PC hardware, iPads and other mobile devices, printers, scanners, and computer peripherals.
• Client PC connectivity - ethernet, TCP/IP.
• Strong customer service and troubleshooting skills.
• Ability to communicate technical information, both verbal and written to a wide range of end-users.
• Experience working with virtual / remote staff members.
• 2+ years experience working in a Windows/Mac/environment.

Interview Policy & Privacy Notice:

A video interview is required for this position. Video interviews are transcribed. Transcriptions are retained and may be reviewed by CCC and our recruiters. Candidates are not permitted to use generative AI or automated assistance during the interviews unless explicitly allowed by the interview team for a specific exercise. Our Job Applicant Privacy Notice is available HERE.

About CCC's Commitment to Employees:

CCC Intelligent Solutions understands that our employees play an integral role in our vision to shape a world where life just works. Our team is defined by our values of Integrity, Customer-Focus, Innovation, Inclusion & Diversity, Tenacity, and Connection. Through diverse perspectives, purposeful innovation, and the strength of connections, our technologies empower the people and industry relied upon to keep lives moving forward when it matters most. At CCC, together everyone can thrive as we innovate and collaborate, creating employee experiences that just work. We are committed to providing opportunities for our people to make real-life impacts, advance in their careers, and contribute to CCC’s success.

CCC offers competitive compensation and benefits to support you and your families, including:

• 401K Match
• Paid time off
• Annual Incentive Plan Performance Bonus
• Comprehensive health insurance
• Adoption Assistance
• Tuition Reimbursement
• Wellness Programs
• Stock Purchase Plan options
• Employee Resource Groups

For more information about our benefits, please check out our careers site.

Here, you belong. You are seen, valued, and respected. We celebrate you for who you are and all you bring. Every voice is heard and is important to our success. You can hear what employees have to say about our culture here.

If you require reasonable accommodation to complete a job application, please contact (800) 621-8070.