IT Service Desk Specialist

General Information:

POSITION SUMMARY...
The IT Service Desk Specialist Associate is an entry-level position responsible for troubleshooting and resolving IT productivity issues. Interacts with internal Progressive employees and/or Progressive Insurance Agents to restore IT productivity. Documents computer and system related incidents and troubleshoots solutions as appropriate, escalating or assigning follow-up work to other IT groups as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES: The essential duties and responsibilities listed below are representative of those required on the job. Incumbents may perform other duties and responsibilities as assigned. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities.

• Provides first tier technical support by directly responding to customer requests and inquiries

• Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of re mediating incidents

• Educates customers and communicates troubleshooting steps

• Resolves routine hardware and software incidents

• Follows documented workflow and established standards to resolve routine and newly reported issues

• Escalates to the appropriate technical resources for more complex incidents

• Adheres to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts

• Participates as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management

• Holiday hours may be required

• OHIO Residents ONLY Please

EDUCATION AND/OR EXPERIENCE:
Education and/or experiences listed below are the minimum requirements for job entry.

• Associate's degree in an Information Technology discipline or related field of study (e.g. MIS, IS, IT, CNS, Computer Engineering, Windows Networking Administration).

• In lieu of a degree, a minimum of two years of related work experience, which could include experience in a field providing customer service, and assisting end users with hardware and software related problems.

• This position is subject to online pre-employment testing for external candidates.

KNOWLEDGE, SKILLS/ABILITIES:

Knowledge, skills/abilities listed below are the requirements needed to be proficient in the job.

• Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware and software related concepts

• Ability to troubleshoot, diagnose and solve basic technical problems

• Listening, verbal, written and interpersonal skills

• Customer service skills with the ability to remain sensitive and responsive to customers' needs

• Ability to translate technical information into understandable terms for a variety of audiences

• Ability to pay close attention to details

• Ability to work in a team-oriented environment

• Ability to maintain composure in stressful situations

PHYSICAL REQUIREMENTS/WORKING CONDITIONS:

The physical requirements and working conditions listed below are representative of those required on the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties and responsibilities.

• Typical office environment requiring the use of typical office equipment (e.g., computers, phones, etc.). Computer keyboarding, computer monitor and mouse use including reaching forward, grasping, finger and wrist manipulation, and neck bending and turning; near vision is necessary for computer monitor use. If working in an Emerging Work space, or similar working arrangement, lifting of laptop equipment, files and/or personal belongings weighing 10 lbs. or less is required

• May require long period of sitting

• May require prolonged repetitive use of upper extremities

Benefits offered:
? Health Insurance

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Expected hours: 40 per week

Benefits:
? Dental insurance
? Health insurance
? Vision insurance

Schedule:
? Monday to Friday

Education:
? Associate (Preferred)

Experience:
? IT Support: 2 years (Required)

Location:
? Ohio (Required)

Work Location: Remote

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