Service Desk Analyst

Description:

ECCO Select, a technology-focused staffing and consulting firm, is hiring a Service Desk Analyst I for a 12+ month on-site contract in Kansas City, MO. This position is ideal for a motivated technical support professional with a passion for customer service and problem resolution in a fast-paced environment.

As a first-tier support analyst, you’ll be the critical point of contact for users—including state regulators, insurance producers, insurance company reps, and consumers—providing technical assistance and access management across various platforms.

Key Responsibilities:

• Deliver first-line support for software applications, data services, and platforms used by both internal staff and external clients

• Communicate with customers via phone, email, Slack, and chat to provide real-time assistance

• Troubleshoot and resolve technical issues while documenting interactions via Jira Service Desk

• Perform user access administration including password resets, unlocking accounts, and access privilege assignments

• Ensure data confidentiality—handle sensitive information such as SSNs, credit card numbers, and driver license numbers appropriately

• Collaborate with internal technical teams and external state department technical support staff

Skills and Abilities Required:

• Strong verbal and written communication and interpersonal skills

• Excellent problem-solving and analytical capabilities

• Proficiency in Microsoft Office Suite

• Experience with web browsers and familiarity with Jira / Jira Service Desk preferred

• Ability to explain technical concepts clearly to non-technical users

• Ability to multitask and manage time effectively in a high-demand environment

• Must maintain confidentiality and comply with all internal policies and procedures

Educational Requirements:

• Associate’s Degree (A.A.) from a two-year college or technical school or equivalent experience

• 1+ year of call center / phone support experience required

• 6 months to 1 year of relevant IT or helpdesk support experience

Work Environment:

• On-site in Kansas City, MO

• Physical requirements include regular sitting, typing, use of headset, and occasional walking or standing

• Reasonable accommodations available for individuals with disabilities

Employment Details:

• Type: Contract (12+ months)

• Schedule: Full-time, On-site

• Supervision: No supervisory responsibilities

Benefits Offered:

• Medical insurance

• Vision insurance

• 401(k)

• Disability insurance