Service Desk​/Client Support - IT Service Desk Associate

Overview

The associate position is the entry level position of the Service Desk job family. This role provides first contact technical support for agents, employees, and customers through triage, troubleshooting, diagnosis and repair of hardware, software, and websites. This role collaborates with fellow technicians and service management training coordinators to learn the service management processes to support all customers.

• Acts as the initial point of contact for customers seeking CTS hardware and software assistance.
• Provides basic troubleshooting, education and support of CTS supported hardware, software, applications and infrastructure.
• Triages, diagnoses and resolves customer issues within the defined SLA.
• Provides detailed and accurate documentation via the Service Management system.

• Associate degree.
• One to two years of experience.
• Supervisory/management experience not applicable.
• Additional Qualifications:
  • Associate degree in an IT related program or one to two years of comparable work experience in an information technology or customer position.
  • Demonstrated experience in customer service and support.
  • Proven basic knowledge of Windows and MAC computers and related peripherals
  • Proven written and verbal communication skills
  • Team oriented and customer focused individual with strong collaboration skills.
  • Requires prudent time management skills and a robust ability to multi-task
  • Must be able to plan for and organize their workload for the most efficient handling of requests and incidents.

• ITIL Certification a bonus, but not required.

Our job titles may span more than one career level. The actual base pay is dependent upon many factors, including training, transferable skills, work experience, business needs, and market demands. The base pay is subject to change and may be modified in the future.

American National offers eligible employees and their families medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees also receive annually a bank of paid time off and paid holidays. We aspire to see people for what they bring to our corporate culture by supporting an inclusive work environment, including an emphasis on a healthy work-life balance, development opportunities, and a casual dress code.

American National is an established, stable, and successful multi-line insurance corporation that has provided financial strength and a sense of security to employees, customers and business partners since 1905. With focus on our organization’s values and cultural richness:
Financial Strength, Integrity, Respect, Service and Teamwork (FIRST) and Agility, Collaboration, and Engagement (ACE) we continue to pursue our vision to be a leading provider of financial products and services for current and future generations.

Hiring Practices

The preceding job posting was designed to indicate the general nature and level of work performed by employees assigned to this position. It is not intended to be interpreted as a comprehensive list of all duties, responsibilities, and qualifications. We are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your past experience doesn’t align perfectly with the job qualifications, we still encourage you to apply.

You may be just the right candidate for this position or other opportunities at American National.

American National’s recruitment policies help us place individuals in a timely and efficient manner. Only the most qualified candidates will be contacted by our recruiting team. Candidates may check the status of their application(s) by logging into their account. Learn more about our company, by following us on social media:
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American National is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, genetic information or any other legally protected categories. American National is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities.