Technical Support Analyst I

AAA Life Insurance Company•Livonia, MI

3d•Onsite

About The Position

At AAA Life, we strive to maintain a collaborative work environment with shared responsibilities that puts the member first and provides great service to the AAA club partners. As a people-centric organization, we focus on the development of all associates and providing opportunities to help them succeed. Here, you will exercise your potential to innovate, finding ways to increase efficiency and enhance our business processes. Our goal is to develop an environment that attracts, cultivate and inspires excellence so that all of our associates have an exceptional AAA Life experience. AAA Life Insurance Company is seeking a Technical Support Analyst who is excited to be part of a growing, transforming business and has the desire to grow his or her career. You will be part of a tight-knit and cohesive group of professionals who take pride in their work, care about the impact of their contributions and care about their teammates. General responsibilities include receiving end-user support requests via phone or email based ticketing system, performing initial troubleshooting and root cause analysis, documenting technical resolutions and procedures, and communicating or escalating as necessary to resolve production issues. NOTE: This is for a 12:30PM-9PM shift, Monday through Friday. Must be in the Livonia office a minimum of 3 days a week and more if needed. THIS POSTION IS NOT REMOTE!!!

Requirements

Must have or pursuing bachelor’s degree in computer science, Business Administration, or a related field or equivalent experience.
Must be able to work on a later shift with little to no supervision during that time.
1 - 2 years customer service experience in any field

Nice To Haves

Prefer a highly motivated candidate that thrives working in a team environment.

Responsibilities

Support users of AAA Life applications desk side or remotely.
Administer user accounts using Active Directory.
Execute and monitor iSeries commands.
Perform remote computer support through WebEx and Teamviewer.
Support of hardware and software, including but not limited to Outlook Email, Microsoft Operating Systems, Teams, Web Applications, and Multi-Factor Authentication
Identify and address user computer issues.
Work under minimal supervision following established processes.
Research complex issues; document steps taken with detailed description of the issue.
Perform initial triage on production break/fix items and documents all pertinent data.
Thoroughly document all activity through ITSM tracking system.
Maintains a high level of knowledge and expertise relative to AAA Life and its products, systems, programs, and business processes.