Service Desk Agent

Overview

Job Title:

Service Desk Agent I

Company:
Aflac Columbus

Location:

GA, US, 31999

Division:
Digital Services

Job

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

Job Posting End Date: 7/20/26

Worker Designation:
This role is hybrid. You will report to the Aflac Information Technology Center (ITC) in Columbus, GA for at least 60% of the work week and work from home (within the continental US) for the remainder. Details will be discussed with leadership.

• Acting with Integrity
• Communicating Effectively
• Pursuing Self-Development
• Serving Customers
• Supporting Change
• Supporting Organizational Goals
• Working with Diverse Populations

• Basic understanding of operating systems (Windows, macOS, Linux)
• Familiarity with common office software (Microsoft Office, Google Workspace)
• Basic knowledge of computer hardware components and peripherals
• Understanding of network fundamentals (e.g., Wi-Fi, LAN, basic TCP/IP)
• Proficiency in using remote desktop tools for troubleshooting
• Ability to diagnose and resolve simple technical issues
• Logical thinking to troubleshoot common hardware and software problems
• Ability to follow standard procedures and scripts for common tasks

• Communication
  
  Skills:
  
  Clear and concise verbal and written communication
• Ability to explain technical issues to non-technical users
• Good listening skills to accurately understand user issues
• Basic understanding of customer service principles and practices
• Patience and empathy when dealing with frustrated users
• Ability to maintain a positive attitude in stressful situations
• Ability to document incidents and resolutions accurately
• Time management skills to handle multiple tickets simultaneously
• Attention to detail in recording and updating user information and incidents
• Willingness to learn from more experienced team members
• Ability to work effectively within a team environment
• Openness to feedback and guidance from supervisors

• 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

Or an equivalent combination of education and experience

• Associate's degree in Computer Science, Information Systems or related field
• Bi-Lingual (Spanish Speaking)

• 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

The salary range for this job is $50,000 - $65,000. This range is specific to the job and salary offers consider a wide range of factors that are considered in making compensation decisions. It is provided in good faith based on information available at posting time. This salary range does not include potential incentive pay or benefits, which will be provided separately when appropriate.

In addition to base salary, we offer benefits including medical, dental, and vision coverage, prescription drug coverage, health care flexible spending, dependent care flexible spending, Aflac supplemental policies, 401(k) plans, annual bonuses, and potential company stock. We also offer paid holidays, PTO, and eligible leaves of absence where needed.

Aflac complies with all applicable leave laws, including sick and safe leave, and adoption and parental leave, in all states and localities.

Columbus GA

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