CSAA Insurance Group (CSAA IG), a AAA insurer, is one of the top personal lines property and casualty insurance groups in the U.S. Our employees proudly live our core beliefs and fulfill our enduring purpose to help members prevent, prepare for and recover from life's uncertainties, and we're proud of the culture we create together. As we commit to progress over perfection, we recognize that every day is an opportunity to be innovative and adaptable. At CSAA IG, we hire good people for a brighter tomorrow. We are actively hiring for a(n) Service Technician II. Join us and support CSAA IG in achieving our goals.
Your Role: The IT Service Technician II is considered an expert in the resolution of issues related to high volume apps. The Technician will ensure Service Desk Coordinators are provided timely and accurate procedural and technical assistance.
Your work: (Essential responsibilities)

• Answers phone calls and chats from end users experiencing IT related issues
• Creates Help Desk tickets to track technical issues
• Identifies and records incidents in a clear and concise manner enabling the issue to be communicated properly
• Resolves the problem if possible
• Escalate calls to the appropriate higher level if unable to resolve the issue
• Remotely access PCs to resolve issues
• Prioritize daily work assignments and issues
• Maintain communication for all parties
• Install new software or update existing software when directed
• Change and reset passwords in Active Directory
• Unlock users accounts in Active Directory
• Troubleshoot VDI (Virtual Desktop Infrastructure) issues with end users
• Create and maintain technical documents
• Contribute to creation and modification of KB articles
• Ability to coach SCI on day to day procedures
• Meet or Exceed individual KPI goals: (FCR, Average ACD Time, Adherence, Incident Volume, Calls Handled, Surveys)
• Contribute to process improvement
• Assist in Training "New Hires"
• Work Independently to complete projects and special tasks
Required Experience, Education and Skills
• Must have GED or High School Diploma
• 1+ years of previous IT Help Desk Experience
• AA nice to have
• A+ certification preferred
What would make us excited about you?

• Must be able to learn new technical concepts quickly and readily
• Must have a solid knowledge about computers in general and in particular: Windows 10, MS Office and the Internet
• Must be able to demonstrate high proficiency with Microsoft Office.
• Strong process adherence and improvement background.
• Must be able to work well in a team environment, as well as on an individual basis, and have a desire to help the end users and peers
• Knowledge of basic hardware configuration.
• Good knowledge of user account administration, (Active Directory).
• Knowledge of basic networking infrastructures.
• Connecting to a database or application using ODBC.
• Experience in a critical real-time production environment.
• Must have excellent communication skills in person, on the phone and email.
• Experience in an end user based environment.
• Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly.
• Self-motivated and ability to work on own initiative in a pressure environment.
• Willing to work variable shifts including evenings, weekends and public holidays.
• Excellent customer service skills are CRUCIAL
• Problem solving skills
• Consistent follow through and follow up
• Great communication skills, CRUCIAL!
• Excellent Attendance
• Can-do attitude
• The customer is always right attitude
• Actively shapes our company culture (e.g., participating in employee resource groups, volunteering, etc.)
• Lives into cultural norms (e.g., willing to have cameras when it matters: helping onboard new team members, building relationships, etc.)
• Travels as needed for role, including divisional / team meetings and other in-person meetings
• Fulfills business needs, which may include investing extra time, helping other teams, etc
CSAA IG Careers At CSAA IG, we're proudly devoted to protecting our customers, our employees, our communities, and the world at large. We are on a climate journey to continue to do better for our people, our business, and our planet. Taking bold action and leading by example. We are citizens for a changing world, and we continually change to meet it.
Join us if you...
• BELIEVE in a mission focused on building a community of service, rooted in inclusion and belonging.
• COMMIT to being there for our customers and employees.
• CREATE a sense of purpose that serves the greater good through innovation.
Recognition: We offer a total compensation package, performance bonus, 401(k) with a company match, and so much more! Read more about what we offer and what it is like to be a part of our dynamic team at [https://careers.csaa-insurance.aaa.com/us/en/benefits](https://careers.csaa-insurance.aaa.com/us/en/benefits)
In most cases, you will have the opportunity to choose your preferred working location from the following options when you join CSAA IG: remote, hybrid, or in-person. Submit your application to be considered. We communicate via email, so check your inbox and/or your spam folder to ensure you don't miss important updates from us.
If a reasonable accommodation is needed to participate in the job application or interview process, please contact TalentAcquisition@csaa.com.
As part of our values, we are committed to supporting inclusion and diversity at CSAA IG. We actively celebrate colleagues' different abilities, sexual orientation, ethnicity, and gender. Everyone is welcome and supported in their development at all stages in their journey with us.
We are always recruiting, retaining, and promoting a diverse mix of colleagues who are representative of the U.S. workforce. The diversity of our team fosters a broad range of ideas and enables us to design and deliver a wide array of products to meet customers' evolving needs.
CSAA Insurance Group is an equal opportunity employer.
#HP_RX
#LI-JM1PDN-9e9b8b61-7a0c-450a-868c-e6ad2217ca6f