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Help Desk Support
Acceptance Insurance
Nashville, TN, United States
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Overview
Job Summary:
Under the general supervision of the IT Department Supervisor, the Help Desk Support Level 1 responds to and diagnoses problems through discussions with users. This includes problem recognition, research, isolation, and resolution steps.
As a Team Member at Acceptance Insurance, you will be part of growing organization that continues to evolve and positively impact the lives of our customers.
Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.
Work Hours:
Monday - Friday 8am - 5 pm
Saturday Rotation
Acceptance Auto Insurance: Employment Application
WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.
Responsibilities
• Functions as the first line of support for the end user
• Assists with problem triage, resolution and/or escalation
• Provides low level monitoring of the system monitoring tools, helping to circumvent a problem from developing.
• Takes the lead in personnel and equipment moves/adds/changes and replacement.
• Responds to and diagnoses problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
• Records the action(s) taken and follow up on deferred actions
• Reallocate problem calls to an alternative relevant support group
• Resolves less complicated problems immediately
• Is aware of and adheres to escalation procedures
• Works with and uses a trouble ticket help desk system
• Has intermediate knowledge of back office applications
• Helps maintain a help desk user self help/self diagnosis and solution system
Qualifications
• Associates degree in computer science/engineering or equivalent
• 1 year of experience in an information technology field, with at least 6 months in a customer facing role
• A valid TN Driver's License is required
• Oral and written communication, interpersonal, and analytical skills
• Basic knowledge of computer hardware, operating systems and network related technologies.
• Use of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel) and experience with MS Exchange and Active Directory
• English language skills required.
• Flexible hours
• Less than 10% travel is required.