Service Desk Agent

Overview

Aflac Columbus – Digital Services

Location:

GA, US, 31999

Job

Salary Range: $50,000 - $65,000

Job Posting End Date: 7/20/26

Worker Designation:
This role is hybrid
. This means you will be expected to report to our Aflac Information Technology Center (ITC) located in Columbus, GA for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.
• Provide first-line support by diagnosing and resolving basic technical issues, such as password resets, software installations, and connectivity problems.
• Escalate unresolved issues to Level 2 or Level 3 support teams, ensuring all necessary information is documented.
• Maintain accurate records of incidents, service requests, and resolutions in the ticketing system.
• Follow standard operating procedures and guidelines for issue resolution and escalation.
• Communicate effectively with end-users, providing clear and concise instructions or information about issue status and resolutions.
• Assist in the setup and configuration of new user accounts and hardware as required.
• Participate in training sessions to improve technical skills and knowledge of IT support processes.
• Contribute to maintaining the knowledge base by documenting solutions and best practices for common technical issues.
• Assist in routine system checks and maintenance tasks as directed by senior team members.
• Performs other duties as required.

• High School Diploma or Equivalent
• 0-2+ years of help desk or IT work related experience or computer operations
• Technical support experience
• Working knowledge of basic hardware and software products, problem-solving, and troubleshooting skills
• Knowledge of the latest technologies obtained by attending training and conferences
• Associate's degree in Computer Science, Information Systems or related field
• Bi-Lingual (Spanish Speaking)

The salary range is $50,000 - $65,000. Additional benefits include medical, dental, and vision coverage; prescription drug coverage; health care flexible spending accounts; dependent care flexible spending;
Aflac supplemental policies; 401(k); annual bonuses; and stock purchase options. Eligible employees may receive 11 paid holidays, up to 20 days of paid time off, sick leave where applicable, and other leaves of absence in accordance with state and local laws.