• IT - Help Desk Support Level 1

    Location US-TN-Nashville
    Job ID
    2018-8344
    Category
    Information Technology
    Type
    Regular Full-Time
  • Overview

    Job Summary: 

    Under the general supervision of the IT Department Supervisor, the Help Desk Support Level 1 responds to and diagnoses problems through discussions with users.  This includes problem recognition, research, isolation, and resolution steps.

     

    As a Team Member at Acceptance Insurance, you will be part of growing organization that continues to evolve and positively impact the lives of our customers.

     

    Acceptance Insurance offers a full line of benefits including: Health Insurance, Dental, Vision, Paid Vacation, Disability Insurance and Employer Matching 401(k) Program.

     

    Work Hours:

    Monday - Friday 8am - 5 pm

    Saturday Rotation

     

    Company Overview:

    We are principally a retailer, servicer and underwriter of non-standard personal automobile insurance based in Nashville, Tennessee. Our insurance operations actively generate revenues from selling non-standard personal automobile insurance policies and related products in 15 states. We currently conduct our servicing and underwriting operations in 13 states and are licensed as an insurer in 13 additional states.

     

    Acceptance Insurance leased and operated 349 retail locations and a call center staffed with employee-agents. Our employee agents primarily sell non-standard personal automobile insurance products underwritten by us, as well as certain commissionable ancillary products. In most states, our employee-agents also sell a complementary insurance product providing personal property and liability coverage for renters underwritten by us. In addition, retail locations in some markets offer non-standard personal automobile insurance serviced and underwritten by other third-party insurance carriers for which we receive a commission. In addition to our retail locations, we are able to complete the entire sales process over the phone via our call center or through the internet via our consumer-based website or mobile platform. On a limited basis, we also sell our products through selected retail locations operated by independent agents. 

     

    Learn more:

    Visit us at www.acceptanceinsurance.com

     

     

    Acceptance Auto Insurance: Employment Application

    WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants are considered for position and are evaluated without regard to mental or physical disability, race, religion, sexual orientation, color, gender, national origin, age, marital status, military or veteran status or any other protected local, state or federal status unrelated to the performance of the work involved.

    Responsibilities

    • Functions as the first line of support for the end user
    • Assists with problem triage, resolution and/or escalation
    • Provides low level monitoring of the system monitoring tools, helping to circumvent a problem from developing.
    • Takes the lead in personnel and equipment moves/adds/changes and replacement.
    • Responds to and diagnoses problems through discussions with users; Includes problem recognition, research, isolation, and resolution steps.
    • Records the action(s) taken and follow up on deferred actions
    • Reallocate problem calls to an alternative relevant support group
    • Resolves less complicated problems immediately
    • Is aware of and adheres to escalation procedures
    • Works with and uses a trouble ticket help desk system
    • Has intermediate knowledge of back office applications
    • Helps maintain a help desk user self help/self diagnosis and solution system

    Qualifications

    • Associates degree in computer science/engineering or equivalent
    • 1 year of experience in an information technology field, with at least 6 months in a  customer facing role
    • A valid TN Driver's License is required
    • Oral and written communication, interpersonal, and analytical skills
    • Basic knowledge of computer hardware, operating systems and network related technologies.
    • Use of MS Office Suite of software products (Outlook, Word, PowerPoint, Excel) and experience with MS Exchange and Active Directory
    • English language skills required.
    • Flexible hours
    • Less than 10% travel is required.

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