Desktop Technician I

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value diversity and recognize the benefits gained when people from different cultures, backgrounds and experiences work collaboratively to achieve business results. We are intentionally focused on fostering an inclusive culture and know valuing diversity is an essential leadership quality. Our goal is to create a workplace where all employees feel included, empowered and enabled to perform at their best.

Responsibilities:

• Act as an agent on IT Help Desk answering incoming calls, chats, in person inquiries.
• Manage IT ticket requests and incidents via ServiceNow.
• Apply computer image for internal customer’s new pc and work with the customer to configure the device.
• Assist customers resolve technical issues.
• Follow processes, document resolutions and add to our knowledgebase when resolution is achieved.
• Maintain own ticket queue
• Adhere to SLA metrics that are in place for ticket resolution, response time, and first call resolution.
• Operate independently while assisting customers and other support teams involving issue resolution and problem solving.
• Learn other functions within the IT Helpdesk.
• Willingness to cover for second shift until 9PM EST and occasional weekend work

Skills:

• Aptitude with technical areas: e.g., laptops, printers, peripherals, network, imaging, remote support
• Good customer service skills
• Self-motivated team player who excels in a collaborative environment
• Act as a member of a team and flow to the work.
• Good organizational skills
• Ability to perform in a challenging but collaborative work environment with individuals from across the organization
• Integrates multiple concepts across job functions with a goal of overall benefit to the organization
• Excellent analytic and problem-solving skills
• Effective oral, written, and interpersonal communication skills

Technical Ability:

• Ability to perform troubleshooting through diagnostic techniques and pertinent questions
• Determine best solution based on the issue and details provided by the customers
• Record and track all activity on every issue through ticketing system

Prefer bachelor’s degree in Computer Information Systems.

Business Unit:

Benefits:

Compensation varies by role, position level, and location. Individual pay is influenced by skills, education, training, certifications, experience, and the role's scope and complexity, along with business needs.

We offer a competitive Total Rewards package, including medical, dental, and vision plans starting on day one, PTO, paid holidays, commuter benefits, an employee stock purchase plan, education reimbursement, paid parental leave/adoption assistance, and a 401(k) plan with company match. These benefits are available to eligible full-time and part-time employees.

Your recruiter can provide more details about our total rewards and specific compensation ranges during the hiring process.