Tech Support Analyst II

Capital Insurance Group•Spokane, WA

54d•Hybrid

About The Position

A Technical Support Analyst II is an entry Tier1 support role that provides incident and request management support to internal and external customers working with guidance from more senior team members. The Technical Support Analyst is the first point of contact resolving hardware and software issues, providing basic functional support, and escalating complex incidents and requests. A Technical Support Analyst will have strong customer service, troubleshooting, and self-management skills.

Requirements

Bachelors degree in IT or related field, or equivalent experience
1+ years of service desk experience
1+ years of Technical Support Analyst I experience
IT HelpDesk Professional certification

Responsibilities

Manage, resolve or escalate Service Desk tickets in a timely manner.
Provide a high level of customer service to internal and external customers.
Thoroughly document incident and request details in the companys IT service management tools.
Assist with user account creation and access management.
Provide onsite, desk side support as needed.
Understand CIGs user communities, tools and business process and priorities to provide initial functional support using both off the shelf and internally developed applications.
Job description is not prescriptive, but rather a guide as to the duties and responsibilities you will have, however it is not limited to the listed above.

Benefits

Accrue twenty-one days of Paid Time Off during your first year
Up to eighty-seven percent of benefits covered by CIG for you and your family members
Medical, dental, vision plans
Basic Life & AD&D
Employee Assistance
Leave Management
Long Term Disability
Short Term Disability (Outside of CA)
Family Caregiver Support (Homethrive)
Child Care Resources (Tootris)
Business Travel Accident Protection
Voluntary benefit offerings
Short-term (CA only)
Voluntary Life AD&D self, spouse and child plans
Flexible Spending
Health Savings (HSA)
Hospital Indemnity
Accidental Injury
Critical Illness
ARAG Legal Services
Norton LifeLock
Nine paid holidays, plus two floating holidays
Above and Beyond Reward Recognition Program
Kudos & Shout Out Points Program
Quarterly Above and Beyond Bonus Program
Annual Above and Beyond Bonus Program
Competitive compensation
Base compensation
Salary Management Spot Bonuses
Annual Incentive/Profit sharing program, potential payout annually based on company results.
Discount partnerships
Gym memberships, credit union, travel, shopping, restaurants, theme parks, and more
Insurance Educational reimbursement and bonus programs
Employee Referral Bonus Program
Home and Auto Insurance Discount Program.
Paid Volunteer Time Through company planned community events and choose your own adventure PVT in giving back in ways that are meaningful to you!
Retirement savings benefit (401k and Roth + match)
Health & Financial Wellness
Wellness platform, tools and events
Health Savings Account match
Financial Wellness Resources