Service Desk Technician I

Job Sector: Computer Help Desk

Service Desk Technician I


  • Sector / Category : Computer Help Desk
  • Is Job Remote : Job is Remote
  • Employment Type : FULLTIME
  • Employer Name : ICW Group (Insurance Company of the West)
  • Employer Location : San Diego
  • Country : US
  • Minimum Salary : Not declared
  • Maximum Salary : Not declared
  • Salary Currency : US
  • Date Posted : Jul 23rd, 2022
  • Listing source : Dice

Are you looking for more than just a job? Do you want to have a voice and feel a sense of belonging? At ICW Group, we hire innovative people who consistently adapt, grow and deliver. We believe in hard work, a fun work environment, and embracing creativity that only comes about when talented people collaborate to develop solutions. Our mission is to create the best insurance experience possible. Headquartered in San Diego with regional offices located throughout the United States, ICW Group has been named for seven consecutive years as a Top 50 performing P&C company offering the stability of a large, profitable and growing company combined with a small-company entrepreneurial spirit. Our purpose-driven ethos provides team members with opportunities to contribute, develop, and belong. The Service Desk Technician will provide Tier 1 level technical support of operational activities using the telephone, email, or IM computing environment. This position exists is to provide front line IT support for internal customers in support of business goals. • This position will cover the 5:00 am shift to provide support to our east coast partners WHAT YOU WILL BE DOING: Provides the initial point of contact for computer users who are experiencing technical issues or need help with their desktop computing environment. • Responds to support requests by phone, email, and direct input. • Documents IT Service desk related processes and procedures. • Documents, tracks, and monitors the problem to ensure a timely resolution. • Builds rapport and obtains problem details from customers. • Follows up with end user to ensure problem has been adequately resolved. • May be assigned other specialized duties. Identifies, researches, and resolves technical problems. • Interacts with all appropriate departments within IT to restore service and/or identify problems. • Maintains appropriate service level agreement (SLA) on tickets in Service Now. • Contributes to IT Service desk knowledge base. WHAT YOU BRING TO THE ROLE: • High school diploma or GED required. • Minimum 1 year of experience as a Network or Computer Technician required. • A+ or MCP, or equivalent experience required. KNOWLEDGE AND SKILLS: • Possess an in-depth knowledge of the Windows Operating System and experience with desktop software installation and configuration. • Experience with desktop and laptop hardware maintenance and repair to include the installation and configuration of peripherals such as printers, scanners, webcams, and other USB devices. • Experience working as a member of a team and have a customer-centric focus toward quickly resolving support requests. Must have good people skills to service customers with a wide range of technical knowledge. • Good written and verbal communication skills to keep the customer informed and record actions taken to address technical problems. • Analytical and problem-solving skills for troubleshooting and resolving technical problems. #LI-JD1 #dice

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