At Asurint, we’re building a leading information-based technology company in Cleveland, Ohio. Asurint is on a mission to help our customers succeed by bringing innovation, flexibility and personal ownership to background screening – all while addressing the changing regulatory landscape. We measure our efforts by the success our customers enjoy and the positive onboarding experience of their employees. We are succeeding because they succeed. 

Summary

The IT Helpdesk Analyst I is responsible for providing hardware and software support to Asurint end users by researching basic causes of problems to reduce their frequency and providing resolution to problems in a professional, timely, and cost-effective manner. This is a hybrid role, and some onsite work is required.

Responsibilities

• Addresses Helpdesk requests in a timely manner.
• Provides friendly customer service.
• Documents Helpdesk request resolutions properly in ticketing system.
• Addresses root causes of issues and documents their resolution in the Knowledge Base.
• Escalates problems to the next level, if needed.
• Ensures completion of checklists.
• Meets required SLAs for helpdesk tickets.
• Other duties as required.

• Ability to provide friendly remote support to offsite users is required.
• Ability to multi-task and work in a fast-paced environment is required.
• Excellent problem solving and analytical skills, as well as excellent communication skills required.
• Familiar with maintaining users in Active Directory.
• Familiarity with Active Directory Group Policy.
• Experience with computer hardware troubleshooting.
• Windows 10/11 experience required.
• Experience with macOS is preferred.
• Proficiency in MS Office (Outlook, Excel, Word) or similar software is required.
• Education: Associate degree in computer science or related field is preferred. Equivalent work experience and/or certification in lieu of a degree will be considered.
• Certifications or licensure: CompTIA A+ certification or equivalent is preferred. If you do any work-related driving while at Asurint, a driver’s license and ability to maintain a driving record that is satisfactory to the company’s liability insurance carrier is required.
• Years of relevant experience: 0 to 3 years is preferred.
• Years of experience supervising: None.

Working Conditions

• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.
• This position is performed remotely within the United States or in an office setting in the Cleveland, Ohio headquarters, although off-site meetings in various settings may occur.
• Inside Asurint’s office environment, the noise level is usually quiet to moderate.
• In a remote setting, the employee is responsible for maintaining a safe and secure work environment, for arranging the off-site workspace in an ergonomically sound manner, and for maintaining standard Internet speeds in order to work effectively.   
• In a remote setting, the employee is required to ensure that all equipment and records that are the property of Asurint but have been relocated to the off-site workplace, are maintained in a safe and secure manner and are used only for business purposes. 
• The schedule is generally normal Eastern Time Zone business hours (unless otherwise communicated based on position or working location), although the employee may be required to perform work, attend meetings and events before or after normal workings hours, and occasionally on weekends and evenings. 
• Some travel by personal automobile and a valid driver’s license may be required. Occasional overnight travel may be required.
• Ability to lift light objects (less than 20 pounds) and carry them short distances (20 feet or less) is required.
• The work environment involves everyday risks or discomforts that require normal safety precautions typical of offices, including the need for general safe workplace practices with office equipment and computers, avoidance of trips and falls, and observance of fire regulations.

Benefits

In exchange for your unique abilities, perspectives and teamwork, Asurint offers a competitive salary and an excellent benefit package -- with options you can select according to your needs -- which includes:

• Medical, dental and vision effective first day of employment
• 401(k) with employer match
• Paid time off 
• 10 company-paid holidays
• Employee Assistance Program
• Wellness Program
• Paid Bereavement
• Pet Bereavement
• Pet Insurance
• Volunteer time off
• Telecommuting Stipend
• Professional development programs
• Short-term disability
• Company-paid long-term disability
• Company-paid life insurance
• Flexible spending/health savings accounts
• Employee referral bonus

*Asurint is an equal opportunity employer. All applicants will be considered for employment without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.