What are the responsibilities and job description for the Help Desk Technician position at Agero, Inc.?
About Agero:
Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.
Role Summary:
The Help Desk Technician supports the installation, configuration, and maintenance of the organization’s server environment. Reviews and resolves problems associated with server hardware, OS and application software and escalates when appropriate. Reports problems on both server and workstation systems. Provides third level support for administration and maintenance of PC and system applications.
Key Outcomes:
Education: High school diploma and some related technical training or equivalent experience. Certification is preferred.
Experience 2-5 years related experience administering networks.
Complexity Good troubleshooting and problem solving skills. Ability to work within all levels of the organization. Good understanding of networking concepts. ITIL Foundations process knowledge a plus.
Working Relationships: Interfaces with other team members, including cross-functional teams, business users, and vendors.
Additional Requirements: May be required to be available 24x7. Occasionally work nights and/or weekend hours for major implementations to minimize impact on organization.
Hiring In:
Medford
$56,000—$70,000 USD
D, E & I Mission & Culture at Agero:
We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.
The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.
Agero Benefits Summary
At Agero, we are committed to supporting our associates by providing a comprehensive benefits package designed to promote well-being, personal growth, and financial security. Our benefits include:
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.
To review Agero's privacy policy click the link: https://www.agero.com/privacy.
Wherever drivers go, we’re leading the way. Agero’s mission is to rethink the vehicle ownership experience through a powerful combination of passionate people and data-driven technology, strengthening our clients’ relationships with their customers. As the #1 B2B, white-label provider of digital driver assistance services, we’re pushing the industry in a new direction, taking manual processes, and redefining them as digital, transparent, and connected. This includes: an industry-leading dispatch management platform powered by Swoop; comprehensive accident management services; knowledgeable consumer affairs and connected vehicle capabilities; and a growing marketplace of services, discounts and support enabled by a robust partner ecosystem. The company has over 150 million vehicle coverage points in partnership with leading automobile manufacturers, insurance carriers and many others. Managing one of the largest national networks of service providers, Agero responds to approximately 12 million service events annually. Agero, a member company of The Cross Country Group, is headquartered in Medford, Mass., with operations throughout North America. To learn more, visit https://www.agero.com/.
Role Summary:
The Help Desk Technician supports the installation, configuration, and maintenance of the organization’s server environment. Reviews and resolves problems associated with server hardware, OS and application software and escalates when appropriate. Reports problems on both server and workstation systems. Provides third level support for administration and maintenance of PC and system applications.
Key Outcomes:
- Supports the regular maintenance of core corporate information systems (Exchange, NT, RAS, SQL), including upgrades, expansions, and security.
- Performs routine backups of system and data files, restores as requested or required and adheres to disaster recovery procedures.
- Administers user and group accounts for the Network Operating System, including the assignment of security privileges.
- Manages voicemail and call routing services for organizational requirements, including installing and configuring phones and network ports.
- Manages file and print services for organizational requirements, including installing and configuring printers and print queues.
- Manages accounts and related services in Microsoft Exchange Server including web-based access.
- Provides first and second level technical support to desktop specialists and assists in carrying out company objectives including software rollouts.
- Completes additional assignments as assigned.
- Service Oriented/Internal Customer Service
- Fast & Flexible
- Focus on Results
- Teamwork & Collaboration
- Self Awareness/Personal Accountability
- Informing and Communicating
Education: High school diploma and some related technical training or equivalent experience. Certification is preferred.
Experience 2-5 years related experience administering networks.
Complexity Good troubleshooting and problem solving skills. Ability to work within all levels of the organization. Good understanding of networking concepts. ITIL Foundations process knowledge a plus.
Working Relationships: Interfaces with other team members, including cross-functional teams, business users, and vendors.
Additional Requirements: May be required to be available 24x7. Occasionally work nights and/or weekend hours for major implementations to minimize impact on organization.
Hiring In:
- United States: MA (onsite)
Medford
$56,000—$70,000 USD
D, E & I Mission & Culture at Agero:
We are all Change Drivers at Agero. Each day, we speak to thousands of drivers and tow professionals across one of the most diverse countries in the world. Our mission to safeguard drivers on the road, strengthen our clients’ relationships with their drivers, and support the communities we live and work in unites us together as one force driving positive change.
The road to positive change starts inside Agero. In celebrating each other’s differences, we lift each other up and create space for innovation and community. Bringing our whole selves to work powers our commitment, drive, agility, and courage - ensuring we are not only changing the landscape of the driver services industry, we also are making a difference in the lives of our customers with each call, chat, and rescue.
Agero Benefits Summary
At Agero, we are committed to supporting our associates by providing a comprehensive benefits package designed to promote well-being, personal growth, and financial security. Our benefits include:
- Health and Wellness: Healthcare, dental, vision, disability, life insurance, and mental health benefits for associates and their families.
- Financial Security: 401(k) plan with company match and tuition assistance to support your future goals.
- Work-Life Balance: Flexible time off, paid sick leave, and ten paid holidays annually.
- For Contact Center Roles: Accrual of up to 3 weeks Paid Time Off per year, paid sick leave, and ten paid holidays annually.
- Family Support: Parental planning benefits to assist associates through life’s milestones.
- Bonus/Incentive Programs
THIS DESCRIPTION IS NOT INTENDED TO BE A COMPLETE STATEMENT OF JOB CONTENT, RATHER TO ACT AS A GUIDE TO THE ESSENTIAL FUNCTIONS PERFORMED. MANAGEMENT RETAINS THE DISCRETION TO ADD TO OR CHANGE THE DUTIES OF THE POSITION AT ANY TIME.
To review Agero's privacy policy click the link: https://www.agero.com/privacy.
- Disclaimer: Agero is committed to creating a diverse and inclusive environment and encourages applications from all qualified candidates. Accommodation is available. Additionally, we offer accommodation for applicants with disabilities in our recruitment processes. If you require accommodation during the recruitment process, please contact recruiting@agero.com.
- Agero communicates with candidates via text for matters related to submitted applications, questions, and availability for interviews. If you prefer not to receive texts, you can contact Agero's recruiting team directly at recruiting@agero.com.
- In compliance with applicable regulations, we confirm this posting is for a current vacant position.
Salary : $56,000 - $70,000
