Service Desk Technician

Infinity Insurance • Jacksonville, FL

231d

About The Position

Kemper is seeking a full-time Service Desk Technician. As part of our Service Desk team, you will provide first level support to district personnel for field specified applications including, but not limited to field automation system, handheld computers, and agent web portal. You will troubleshoot, identify problems, resolve, and document issues and resolutions.

Requirements

• Proven experience in a desktop support or technical role.
• Background of timely resolution of service desk tickets and excellent customer service.
• 2+ years of experience using ServiceNow ticketing system (preferred).
• Excellent written and verbal communication skills.
• Problem-solving ability to diagnose and resolve basic technical issues.
• Demonstrates eagerness to learn and flexibility with the ability to multi-task.
• Possess attention to detail and follow-through.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Active Directory knowledge.
• Microsoft Azure knowledge.
• Office 365/Teams Experience.
• Virtual Desktop Infrastructure (VDI) knowledge.
• Windows 11 experience.

Responsibilities

• Filters Service Desk calls and provides basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to next level of support personnel.
• Provide first line response for agents requiring assistance with tier 1 questions and issues pertaining to handheld computers.
• Diagnose and resolve basic technical hardware and software issues on the platforms for which the help desk bear responsibility via remote or onsite.
• Identify and escalate situations requiring urgent attention.
• Track issues to resolution, updating the internal knowledge base and/or communicating information to relevant business units.
• Quality assurance testing of hardware and software prior to rolling out to user base.
• Maintain the highest possible level of customer service.
• Other duties as assigned.

Benefits

• Qualify for your choice of health and dental plans within your first month.
• Save for your future with robust 401(k) match, Health Spending Accounts and various retirement plans.
• Learn and Grow with our Tuition Assistance Program, paid certifications and continuing education programs.
• Contribute to your community through United Way and volunteer programs.
• Balance your life with generous paid time off and business casual dress.
• Get employee discounts for shopping, dining and travel through Kemper Perks.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities