Help Desk Analyst (Hybrid)

The Company

At Utica National Insurance Group, over 1,300 employees countrywide take our corporate promise to heart every day: To make people feel secure, appreciated, and respected.

While we had humble beginnings in 1914, today the Utica National Insurance Group is an “A” rated $1.4B award-winning, nationally recognized organization providing personal and commercial property & casualty insurance products and services.

Our Missionis to continually meet the needs of our policyholders, agent/customers and employees resulting in sustainable profitable growth in an increasingly competitive marketplace.

We are proud to sell our products through more than 2,200 independent insurance agents around the country as we have been since 1928. These agents provide their clients with valuable insight and resources. And, as the second-largest insurer ofAgents’ Errors and Omissions(E&O) business in the United States, we insure many of the agents who work with our policyholders.

Our purposeis to make people feel secure, appreciated and respected. These Values define the character of our employees. They personify Utica National – describing what it means to “be Utica National” and how we approach doing business. Together, with our agents, we are committed to providing our mutual policyholders with valuable services and products to help them feel secure.

Essential Functions:

  • Field Help Desk calls, e-mails and tickets documenting the problem described by the caller, and getting required information to resolve problems.
  • Responding to calls, e-mails and tickets in a timely manner.
  • Log all issues into incident tracking system.
  • Make an initial determination as to the nature of the problem and resolve when possible.
  • Escalate unresolved problems to the proper resource with the knowledge to resolve the issue. This could be another level within the same department or an IT department within another area.
  • Regularly review work queue and follow-up to ensure issues are resolved and update queue accordingly.
  • Coordinate E-waste disposal.
  • Perform password resets for various systems.
  • Create reports for management as needed.
  • Become proficient in the use of any hardware or software help desk tools.
  • Keep current with changes in hardware and software technology.
  • Review and Submission of invoices for payment as well as investigating billing discrepancies when found.
  • Creation of VPN certificates.
  • New User setup.
  • User account modification.
  • Maintain and support SNA (mainframe) network environment including controllers, printers and terminals.
  • Work with remote and internal users to troubleshoot and correct issues.
  • Work with remote Network Administrators to help guide them in resolving issues for their location.
  • Administration of As400 including monitoring uploads, nightly cycles, tape administration and support and troubleshoot errors as assigned.
  • Maintain current inventory of deployed equipment.
  • Provide feedback on training needs based on data from reported problems.
  • May be called on to participate in projects and team efforts to improve Help Desk management or Telecommunications support.
  • Other duties as assigned.


Bachelor’s degree in computer science or telecommunications or equivalent combination of training and experience.


3-7 years Help desk analyst experience

Salary Range: $42,600-$63,900

The final salary to be paid and position within the internal salary range is reflective of the employee’s work experience, their geographic location, education, certification(s), scope and responsibilities in the role, and additional qualifications.


We believe strongly that talented people are core to our success and are attracted to companies that provide competitive pay, comprehensive benefits packages, career advancement and challenging work opportunities. We offer a Comprehensive Benefits Plan for full time employees that include the following:

  • Medical and Prescription Drug Benefit
  • Dental Benefit
  • Vision Benefit
  • Life Insurance and Disability Benefits
  • 401(k) Profit Sharing and Investment Plan(Includes annual Company financial contribution and discretionary Profit Sharing contribution based upon annual company financial results)
  • Health Savings Account (HSA)
  • Flexible Spending Accounts
  • Tuition Assistance, Training, and Professional Designations
  • Company-Paid Family Leave
  • Adoption/Surrogacy Assistance Benefit
  • Voluntary Benefits – Group Accident Insurance, Hospital Indemnity, Critical Illness, Legal, ID Theft Protection, Pet Insurance
  • Student Loan Refinancing Services
  • Membership with Back-up Care, Senior Solutions
  • Business Travel Accident Insurance
  • Matching Gifts program
  • PaidVolunteer Day
  • Employee Referral Award Program
  • Wellness programs

Additional Information:

This position is a full time hourly, nonexempt (overtime eligible) position

As part of our hiring process, candidates who have accepted a formal offer will be required to submit to a comprehensive background check and drug screen; additional screening for credit or MVR may be required for some positions

Utica National is an Equal Opportunity Employer.

Apply now and find out what it’s like to be a part of an amazing team, thrive in an exciting environment and work for a company you can be proud of. Once you complete your application, you can monitor your status in the hiring process by logging into your profile. A representative from our Talent Acquisition team will be in touch regarding any change in your candidacy.

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